EUC Support

Job Description:

• Relevant work experience as an
  Operational Excellence Manager, Technical-Desktop Support Engineer/Field
  Services / ICC / ITSM & Monitoring Tool / People Management /
  Understanding of SNOW ticketing tools.
  
• Good understanding of computer systems, mobile devices, and other tech products.
  
• Ability to diagnose and
  troubleshoot basic technical technologies to identify and verify the
  severity and priority of incidents and service requests.
  
• Excellent problem-solving and
  communication skills.
  
• Strong understanding of complex
  IT infrastructure and IT service management best practices, Hardware and
  Software related understanding, People management, Resource utilization
  etc.
  
• Excellent reporting skills,
  especially Excel, Power BI and Power point.
  
• Conduct briefings / Huddle
  before every shift to drive focus on key metrics and debrief at the end of
  the shift to drive focus of the team on quality and adherence to contract
  compliance processes.
  
• Prepare notes from the huddle
  meetings and share it with the team as MOM.
  
• Prepare and share the
  performance data of the team Weekly and Monthly.
  
• Review the performance of
  partner/vendors on the key process metrics and conduct RCA to improve
  quality and performance parameters.
  
• Prepare presentation on weekly
  and monthly performance data for partner and customer in terms of service
  and volume.
  
• Leading and scheduling weekly /
  monthly governance calls with key stakeholders and vendor partner.
  
• Provide feedback and coach the
  outliers/ low performers to improve their performance metrics.
  

Service Duration- 1 Year (can be extended based on performance)

Service start date- Immediate basis

Address- Tech need work on below two site, as per customer
service needs.

 
1.AMB, Christian Neefestraat 2, Amsterdam - 1077 WW ,
Netherland

2. SAS, Rijksstraatweg 31, Sassenheim - 2171 AJ
Netherland