Description
SITE INFRASTRUCTURE LEADER
KEY RESPONSIBILITIES
- Single Point of contact for RIL Organization for allocated sites as well as single point of contact for EUS and/or desktop support related issues.
- Escalation point for local infrastructure IT issues
- EUS Hub Leader - managing the program locally, checking performance, checking inventory lists, managing the onsite EUS engineer team.
- First line escalation point for helpdesk issues not being resolved
- Validated systems change control approval - aware of compliance related changes and the impacts of same
- Shares knowledge on the different infrastructure related SLAs with the local community
- Handles site related end user communication on infrastructure changes/issues in local language where applicable.
- Dotted line reporting to the RIL
- Highlight the need for changes in resource requirements within normal operations
- SIL to talk with the RIL periodically to get knowledge on ongoing activities and IT projects which will impact the site; to be able to lead or coordinate the efforts when needed
- Budgetary support where applicable
- Accountable to the RIL for local budget
- Coordinate Co-location and moves, adds, change activities of IT infrastructure and assets
- Contact point with indirect sourcing (to negotiate with local vendors and purchases) for IT and Telecom related queries or support.
- Help to implement GEHC standard IT tools and processes
- IT Project Support
KNOWLEDGE, SKILL AND EXPERIENCE
Education/Experience
- Typically an expert in the provision of customer services in an IT related surrounding.
- IT degree level or equivalent work experience
- fluency in English and Swedish
Technical Skills
- Experienced in the provision of customer services in an IT related surrounding.
- Must have a broad level of understanding surrounding IT systems (ie, desktop, networks, Servers) and professional service provision.
- High level of expertise supporting desktop operating systems & common Office & productivity applications
Work Management Skills
- Skilled at planning, coordinating and prioritising own work.
- Able to analyse and prioritise client requests.
- Ensure client receives the highest possible quality service, while balancing client expectations and realisations.
- Prioritise and track personal workload.
Supervisory Skills
- Develop and maintain effective working relationships with colleagues through professional, courteous, and mature behaviour
- Develop and maintain effective team work by encouraging professional, courteous, and mature behaviour in all team members
- Actively and continuously develop the working knowledge and understanding of the team
- Act as 1st point of escalation for the team, customer complaints, issue investigation, etc.
- Plan, coordinate, and chair Team meetings
- Listen and act upon team and customer feedback
- Monitor, manage, and seek to continually improve agent performance
- Identify training needs and conduct formal training sessions to ensure that all team members have a thorough understanding of the departmental processes
Interpersonal Skills
- Excellent customer facing skills, credibility and empathy with the customer base.
- Communicates effectively in writing and speaking within IT, with clients and external parties.
- Presents technical information in a clear and concise manner.
- Interacts effectively with relevant levels of IT management.
- Maintains composure during critical, high-pressure situations.
- Promotes cooperation and cohesiveness among individuals within a group or project.
- Interacts effectively as a member of an IT team.
- Global Outlook: Emphasis thinking beyond own functional or territorial boundaries. Aligns behaviour and decisions with the needs and goals of the global organisation.
Personal Profile
Service provision requires a high awareness of and commitment to the "service" function, a willingness and ability to learn, a high degree of team working skill as well as self-motivation. Must have a very professional approach to their work, and show a flexibility which enables them to turn to whatever the latest priority is, and the adaptability to help out in areas where they may initially have minimal skill, but where effort is needed.