Support IT Outsourcing provider with resolving local end user and IT environment issues and service requests as communicated by the incident management system and as prioritized by the Regional IT Operations Manager. Includes coordinating and/or collaborating with local third party vendors as required. Where the local language is not in scope of IT outsourcing, this individual will also act as the liaison between Service Desk and end users.
Support Global IT with preparations and user acceptance testing required for infrastructure projects and enhancements.
Carry out the expectations of continuous improvement program as communicated by Global IT. This includes process improvement, sustaining 5S for all sites of responsibility and participating in ongoing continuous improvement initiatives.
Work with the end users in the country to prepare for Audit and SOX compliance.
Responsible for following standard support process for resolving end user computing and IT environment issues.
Communicating within the Company (with the end user, manager, etc.) as well as communicating externally with third party support to document resolutions, recommend courses of action that are specific to this country/user population, and following up on requirements for projects and enhancements.
Responsible for following the proper support process as governed by the IT Outsourcing provider and receiving instructions for support through the incident management system. Priorities will need to be negotiated between the IT Outsourcing provider and the Service Delivery Manager. This individual will be responsible for carrying out the improvements as specified by IT outsourcing provider or Global IT. This individual may be asked to participate in continuous improvement initiatives as a subject matter expert, but would be expected to carry out the plan as dictated by the continuous improvement organization.
Responsible for carrying out the IT operations and service delivery decisions as specified by Service Delivery Manager and IT Outsourcing provider.
Perform other duties and responsibilities as required or requested.
Associate (or equivalent) degree in IT, Computer Science, Business or related field required. Bachelor’s (or equivalent) degree preferred.
Basic knowledge of and experience with servers, networks, PC maintenance, printer maintenance, anti-virus, Windows OS, and Microsoft Office.
Ability to recognize and analyze technical problems
Basic time management and organization skills necessary to prioritize and manage multiple assignments and priorities
Basic understanding of IT policies, standards and procedures
Basic project management skills
Good written and verbal communication skills to explain technical needs and problems
Ability to collaborate with external IT vendor and internal customers
Ability to read, understand and write English. (This is required to serve as the liaison between IT outsourcing provider and the end users.) Proficiency in English is preferred.
Awareness of Lean Six Sigma, ITIL and Operations Management is preferred.
Minimum of one year of experience with Windows Desktop support. Experience working with an IT Outsourcing relationship is preferred.