Service & Operations IT Service Desk Team Lead

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Desirable Skills and Experience

  • Customer Management engagement of simple and complex service deliverables.
  • Expertise using Jira Service Desk and Confluence
  • Can build new end-to-end customized workflows and automation in Jira
  • Execute all JIRA and confluence changes and maintain automation
  • Investigate and suggest JIRA changes and enhancements
  • Update and maintain Confluence stability and accuracy
  • Train and Support team with JIRA and confluence usage

Desirable Education

  • University Degree in Information Technology or Computer Science or similar relevant discipline

Desirable Certifications Required

􀁸􀀃ITIL® v4 Foundations

􀁸􀀃ITIL® ITIL 4 Specialist Create, Deliver and Support

􀁸􀀃ITIL® ITIL 4 Strategist Direct, Plan and Improve

Arbeidsoppgaver

Customer Management:

Be the customers' main operational point of contact within Airbus, the brader Airbus organizaiton. Participate in Airbus dedicated multi-functional customer teams, monitoring and following on existing framework agreements. Follow up on outstanding deliveries, and support the sales teams in with regards to call-offs on existing agreements. Responsible for establishing analyses that will enable us to bring added value to the Customer services and experience

Support Services:

Maintains the support process and checks that all requests for support are dealt with according to agreed

procedures. Uses service assurance software and tools to investigate and diagnose problems, collect

performance statistics and create reports, working with users, other staff and suppliers as appropriate.

Identifies and resolves problems following agreed Service Operations procedures. Uses service

operations software and tools to collect agreed performance statistics. Ensures usage of knowledge

articles in incident /problem diagnosis and resolution to meet required KPIs.

Service Level Management:

Performs defined tasks to monitor service delivery against SLA and maintains records of relevant

information. Analyses service records against agreed service levels regularly to identify actions required to

maintain or improve levels of service, and initiates or reports these actions. Monitors service delivery

performance metrics and liaises with managers and customers to ensure that service level agreements

are not breached without the stakeholders being given the opportunity of planning for deterioration in

service.

Incident Management:

Prioritizes and diagnoses incidents according to agreed procedures. Investigates causes of incidents and

seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents.

Documents and closes resolved incidents according to agreed procedures. Following agreed procedures,

identifies, registers and categorizes incidents. Gathers information to enable incident resolution through

adoption of knowledge articles and promptly allocates incidents as appropriate. Maintains records and

advises relevant persons.

Configuration Management:

Maintains secure configuration, applying and maintaining tools, techniques and processes to identify,

track, log and maintain accurate, complete and current information. Applies tools, techniques and

Airbus Defence and Space

Lysaker Torg 8, 1366 Lysaker, Norway

Post box 518

www.airbus.com

Tel: +47 22 58 20 50, Fax: +47 22 58 20 01

Registration N°: 977 499 054 - VAT N°: 977 499 054

processes to track, log and correct information related to CIs, ensuring protection of assets,

documentation, and components from unauthorized change, diversion and inappropriate use.

Problem Management:

Investigates problems in systems, processes and services. Assists with the implementation of agreed

remedies and preventative measures. Carries out agreed Preventative/Corrective maintenance as per the

release schedule.

Duties

The Service Desk Team Lead shall have the following responsibilities:

  • Serve as the main escalation point for the Service Desk Agents
  • Handle escalations from client contacts
  • Respond quickly and accurately to all client requests
  • Listen for concerns and identify areas requiring further attention from the management team
  • Communicate all issues immediately to internal management
  • Always be aware of and pass on new revenue opportunities
  • Monitor day to day service desk operations
  • Monitor ticket queues and ensure tickets are being followed up on per client and agreements
  • Monitor and review daily reports
  • Monitor service desk specialist performance
  • Monitor calls for all assigned agents to ensure standards are being met
  • Monitor tickets for all assigned clients to ensure accuracy and quality
  • Work with all assigned agents to ensure individual KPI goals are being met
  • Aid in identifying scheduling gaps or areas of improvement
  • Prepares and supports service management / design proposals to customers.
  • Support RMA, warranty for SW/HW upgrades/patches/replacements
  • Takes responsibility for working schedule and offer solution output deficiencies
  • Perform any other duties as assigned

Essential Skills and Experience

  • 3+ years of helpdesk experience in a call center environment

2+ years of supervisory or team lead experience within a helpdesk

  • Strong organizational and communication skills, ability to work in a team
  • Customer service focused
  • Understanding of business principles and organizational structure
  • Ability to function well in high pressure situations
  • Ability to use information and communication technologies as a tool and resource
  • Understanding of network protocol layers, security layers and domain models.
  • Great teamwork and interpersonal skills, strong communication skills, proactive attitude, and a drive for results.
  • Ability to use information and communication technologies as a tool and resource
  • Relevant work experience in an international development organization is an advantage
  • Flexibility in attitude to working hours according to working tasks

Security Clearance

  • Must be able to obtain a national and NATO Secret clearance

Airbus Defence and Space

Lysaker Torg 8, 1366 Lysaker, Norway

Post box 518

www.airbus.com

Tel: +47 22 58 20 50, Fax: +47 22 58 20 01

Registration N°: 977 499 054 - VAT N°: 977 499 054


Language Skill

Fluent in both spoken and written English.

Working Hours

The work shall be performed on weekdays in accordance with the official working hours Monday - Friday.

Working Location

The work shall be mainly executed at the default office location in Skopje, North Macedonia. Flexibility to work remotely from home or elsewhere is available as necessary. Local and international travel will be required from time to time.

Vi tilbyr

Airbus Defence and Space is a division of Airbus Group responsible for defence and aerospace products and services. The business line Communications, Intelligence & Security is the new one-stop-shop for satellite and terrestrial communications systems, intelligence and security solutions.

In the role, acting as the right-hand of the Service Manager you should be comfortable acting as the escalation point for your team and be the comfortable dealing with clients when needed. The ideal Service Desk Team Lead will still be hands-on and intuitive, solution-oriented, an independent thinker, and not shy with their team