Description
Next Ventures are currently executing a search for a ITIL service Management/Service desk analyst for a new project opportunity in Oslo.
The role:
1. Analyze current Service Desk model to identify cost improvement areas
2. Challenge vendor proposals to ensure that the right processes, people and technology are in place so that the organization can meet its business goals.
3. Demonstrate hands-on practical approach on how to implement a high quality Service Desk solution at low cost
4. Identify consequences/risks of changing current IT Service Desk model
High-Level description and objectives:
Define and implement an improved Service Desk structure, including roles, responsibilities, resources and tools, that will:
Ensure significant cost saving for client
Ensure continued End User Satisfaction with IT
In the analysis phase, the expert role is expected to execute analysis of the inefficiencies and ineffectiveness of the current Service Desk model and impacted processes. In addition, this role is also expected to provide contribution to the deliberations related to in/out-sourcing based on the efficiency analysis. The Service Desk model needs to cater for integration of multiple vendors into these service Operations processes.
Analysis deliverables:
1. Cost analysis and estimates for different Service Desk models
2. Evaluate the cost effects of changed service levels and language availability for all or parts of client
3. Assess cost savings(ticket volume reduction), through improved and increased self-service for users
4. Define internal organization needed for chosen model and Service level definitions
Expected outcome of assessment activities is an executive summary report with recommendations on most Cost efficient IT Service Desk model.
Estimated Full time work for a 6-7 month period. Start up as soon as possible.
1. Senior Service Desk and Service Management analyst with strong cost saving focus
2. In-depth knowledge of IT Service Desk management (ITIL) and IT service management frameworks
3. Experience in planning, design and implementation of Service Desk models/organizations in larger enterprises