System Engineer/ Helpdesk Analyst

Our client, a leading service provider,is recruiting for a System Engineer/ Helpdesk Analyst their business in the United Kingdom.

Responsibilities:

• Identify and highlight best practices in his responsible ITIL processes management through continuous assessment, and feeding process and product recommendations to the Manager of IT;

• Own the service catalog of IT Services and ensure that it is up to date and fit for purpose.

• Develop new service definitions ensuring that they can be delivered operationally and cost effectively;

• Act as liaison with the business for all service improvements, changes and escalations.

• Provide reports to an agreed schedule (or on request) including SLA performance and other key metric reports;

• Ensure that systems, processes and methodologies as specified are followed to provide effective monitoring, control and support of service delivery;

• Manage the overall service improvement plan and work with the IT Service Support Manager to ensure that it is being delivered to and that services are being improved;

• Conduct monthly service reviews with individual business stakeholders to discuss service issues and identify project requirements;

• Ensuring proper documentation, notification, tracking, and follow up of all incidents. 

• Participate in training for internal teams and manage all related issues

• Update policies, procedure, and documentation relevant to project or operation

• Ensure compliance with standards, policies, and processes

• Manage major service providers on vendor performance, SLA, reporting and governance

• Provide IT support to local or regional users and log incidents, manage problems and requirement via ITIL service ticketing system

• Troubleshoot all IT issues of users including but not limited to PC/mobility hardware, software and app, remote access (VPN), account and password, voice and video conference, security, network connectivity

• Deliver IT orientation to new employees with our client’s standards and provide regular user trainings to improve user productivity

• Build -up and maintain IT infrastructure in terms of WAN/LAN network, telephones, audio and video conference, end user computing, printer, etc.

• Manage IT assets in the region and ensure accuracy of IT assets management

• Manage outsourced engineers to deliver IT services up to our client’s standards  

• Act as project manager to cooperate with internal and external teams to plan, design, develop and implement IT projects in the region

• Work with local business leaders as a business partner to enable local business growth with the right IT tools and efficient IT support

Requirements:

• 5+ years of desk side work experience in large enterprise companies

• Diploma in computer science or equivalent experience in IT

• Strong knowledge in User &  VIP Support and ITIL methodology

• Strong project and team management skill

• Familiar with Mac and Window OS system

• Pleasant with good manner, mature and independent

• Able to work under pressure, self -motivated, strong problem solving and analytical skills

• Strong data analytic, communication &  interpersonal skills

• Strong customer service sense with a humble attitude 

• Influence & negotiation skills.

• Ability to proactively &  effectively manage risk on low to medium risk projects.

• Willingness to take initiatives, hands on and result driven

• Quick learner and ability to embrace change

• Proficiency in both spoken and written English

Preferred Requirements:

• Proficiency in both spoken and written Mandarin

• PMP, Scrum or Agile certification

• ITIL certified

If you know of anyone within your network who may also be interested in this position,would you please forward this ‘Email & Role’ to them.

Please note:

1. That we do all we can to respond to all applications but if we have not contacted you within 2 days following your application - its likely we have not shortlisted your CV for the position.

2. Manning Global cannot consider your application for this role if you are working for the customer we are recruiting for

3. If you are working for the client we are representing, but have confirmation you are leaving a permanent or contract position, please discuss this with us, so we can discuss representation with you.

4. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the originator of the message. Any views expressed in this message are those of the individual sender.

Group Head Office

Manning Global AG

Hohenzollernstraße 60, 80801 Munich, Germany

Sitz der Manning Global AG: München, HRB 170058 Amtsgericht München, Vorstandsvorsitz: Rachael Manning

Munich/ Dusseldorf/ Bonn (DE) – Dublin (IRE) – Liverpool (UK) – Zurich (CH) – Lille (FR)  – Changzhou (CN)  – New York/ Houston (USA) – Zagreb (HR) – Timișoara (RO) – Madrid (ES) – Istanbul (TR)