Description
Service Desk Manager (Security Cleared); Windows 8.1, Vista, LAN/WAN, Prince 2
Key Skills
- Must be Security Cleared: NATO Secret
- 4-6 years of Service Desk/Desktop support experience on Windows 8.1, Windows7/Vista/operating systems
- Bachelor of Engineering in Telecommunications & IT systems with minimum 8 years experience
- Advanced knowledge of office productivity software and diagnostic software, including but not limited to the current Microsoft Office Suite, Sharepoint, anti-virus, remote connectivity
- Advanced knowledge of desktop and laptop hardware
- Working knowledge of network printing and troubleshooting
- Working knowledge of LAN/WAN networking and protocols
- Working knowledge of imaging, deployment and packaging tools, such as System Centre 2012 Configuration Manager or Windows Deployment Services
- Working knowledge of Macintosh OS X 10.9, 10.8, and OS X server
- Project manager Qualification and Prince II Certification
- Experience in SLA Management
- 10 years experience working in a multi-national environment
- InfoSec and CompuSec Knowledge
About the role:
The Service Desk Manager will:
- Participate in company-wide IS projects as they relate to the desktop, mobile devices and/or distributed systems area of responsibilities
- Provide and recommend IT solutions to management
- Support Help Desk IT Lead and management identify training opportunities for staff
- Provide high quality problem solving on more advanced technical issues along with root cause analysis
- Use analytical and decision-making skills to offer options and resolve advanced technical issues
- Implement and analyse the performance and customer satisfaction review and provide recurrent reports to the Branch Chief