Service Desk Coordinator - Kyiv, Україна - ART2HIRE

Опис

Our Client, a provider of electronic payments, software systems. hybrid cloud hosting and operations is now looking for an Service Desk Coordinator to join their team.

Location: Kyiv, UA
Type: Full-time / Hybrid
Start date: ASAP
About company and product:

A German IT consultancy and software development company provides comprehensive end-to-end solutions for banks and financial institutions, from electronic payments to software systems.
They are a 100% subsidiary of ProCredit Holding, the parent company of a group of banks that specialise in providing financial services for SMEs. Headquartered in Frankfurt, Germany, the company currently operates from 8 regional offices around the world - in El Salvador, Ecuador, Ghana, North Macedonia, Kosovo, Ukraine, and Romania - enabling to promptly address the needs of a global customer base.

Responsibilities include but are not limited to:

• Responsible for planning, implementation, operation, and optimization of existing and future Service Desk operations
• Responsible for ensuring Service Desk staff are rostered and available to provide support during standard operational hours
• Designs, documents, and optimizes processes and structures to manage IT Support Operations in an efficiency-oriented manner
• Provides leadership, management, and staff development to the people under their coordination.
• Oversees inventory and distribution of resources for the Service Desk Team
• Provides leadership during emergencies, major incidents, outages, and service transitions
• Facilitates the gathering of business requirements to support the continuous development and improvement of IT SD Services
• Assists in the development of technical standards and manages the quality of IT SD Services.
• Ensures Service Desk resources in the team are available for standard operational processes and project responsibilities as necessary.
• Research new technologies and alternative methods of adding efficiency for IT SD Operations
• Takes proactively initiative where necessary to create documented process improvements and solutions to complex problems
• Ensures reliable day-to-day support operations for the IT infrastructure of the customers hosted on the Company Cloud according to the SLA
• Participates in the implementation of security policies as prescribed by the information security role
• Participates in the planning, implementation, and fulfilment of small and large operational projects by communicating with customers, gather requirements and collaborating with internal and\or external service providers as necessary.
• Creates, manages, and resolves service requests and incident tickets in accordance with quality standards and Service Level Agreements
• Liaises with customers as necessary to provide feedback, support, and advice on open and outstanding tickets within MSP
• Coordinates with external service providers to ensure adequate support is provided where and when necessary

Requirements:

• Bachelors degree in information technology, Computer Science, or a related field. Master's degree preferred.
• ITIL Practitioner Level Certifications
• Extensive infrastructure and application support experience using
• ServiceDesk MSP or other ticketing and incident management systems.
• Extensive knowledge and support experience with common productivity applications such as the Microsoft Office Suite
• Extensive knowledge of computer hardware, including PCs, phone, and network equipment
• Experience with desktop and server operating systems
• Proven track record of developing and providing SLAs and Service Desk deliverables.
• Working experience in a technical leadership or B2B customer-driven solution delivery management role
• Highly proficient in spoken and written English to articulate complex technical topics to non-technical colleagues.
• Strong project management skills, with experience in maintaining project portfolios. ITIL and/or PMP certification would be a plus.
• English - Intermediate+.

The company offers:

• Excellent team-oriented, dynamic and international working environment
• Challenging, engaging and varied tasks
• Personal and technical skills development with certified trainings
• Hybrid model of working
• Travel possibilities
• Private health insurance