Description
Senior ITSM - Service Desk, Senior IT Service Management, ITIL and Oslo
Start date:
Duration: 6 months
Location: Oslo
Employment: Full Time
Job description
You will be responsibility for:
Analyze current Service Desk model to identify cost improvement areas. Challenge vendor proposals to ensure that the right processes, people and technology are in place so that the organization can meet its business goals. Demonstrate hands-on practical approach on how to implement a high quality Service Desk solution at low cost. 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:
Cost analysis and estimates for different Service Desk models. Evaluate the cost effects of changed service levels and language availability for all or parts of client. Assess cost savings(ticket volume reduction), through improved and increased self-service for users. 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.
Skills: