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Specialist, End-User Services

JOB PURPOSE: 

  • Ensure high availability of end user services as a skilled resolver group for all IT related incidents, problems, complaints and questions to end users.
  • Ensure and further develop high quality, user-friendly and adequate End-user services support users within the agreed Service Levels to guarantee business continuity.
  • Additionally, provide technical support for On Site supporters, service level management and operations support quality assurance, manage onsite problems, vendors and contracts, support all IT/Cybersecurity related projects and coordinate with IT cross functions.

 

KEY ACCOUNTABILITIES: 

Strategic Contribution:

  • As a member of the Regional IT team, participate and contribute to the execution of the overall IT and Corporate Cybersecurity strategies to ensure Global IT maximizes its short-, medium- and long-term value to its customers.
  • Formulate and implement plans in line with Global IT and Corporate Cybersecurity strategies in order to meet the needs and objectives of SBUs / Corp Function / Shared Services represented within the region.
  • Closely work with local business/functional leadership in GC and align their business strategy with IT and cybersecurity strategies, timely provide feedback and expand per the local requirements.

Function Management:

  • Create and manage robust operations review processes, maintaining service levels objectives and continuous improvement initiatives across end user solutions and services.
  • Lead IT EUS On-Site team, ensure that incidents and problems handled by/with the IT support are resolved in a timely and effective manner, especially business critical ones, minimizing disruption to business operations and adhering to SLAs on availability and resolution response time.
  • Report on team performance, analyze problems, identify solutions and help implement solutions in both IT and the Business
  • Corporate with IT/Cybersecurity functions to support global projects and deliver desired results.
  • Lead team to collaborate with Corporate Cybersecurity, maintain various security KPI in stretch level.
  • Partner with cross function / SBU to understand their demands and provide professional support.
  • Intake the knowledge which transferred from projects to support team, facilitate training sessions to end-user and key users.
  • Refine and localize training content to cater for local/regional requirements and specificities, e.g., translation.
  • Optimize the delivery of existing and new services by the continuous improvement of the onsite support processes and work instructions.

 

Administrative Management:

  • Lead onsite service contractor team, direct day-to-day operations, providing expertise and encouraging teamwork, to achieve high performance standards and meet targets.
  • Take ownership of the processes and work instructions related to the onsite support and make sure they are maintained in accordance with the quality standards.

Financial Management:

  • Plan and develop Regional IT Services annual/project budget and control expenditures aligned with it.
  • Manage the financial operational performance. Manage costs allocation process integrity and completeness.

Communication and Stakeholder Management:

  • Maintain regular contact with regional IT leadership team and cross IT function stakeholders to ensure service, initiatives, projects are aligned to their needs.
  • Ensure involvement of right stakeholders for major initiatives or projects progress and milestone communications. Manage right expectations regarding service levels with stakeholders.

Continuous improvement:

  • Act as IT solution champion in Regional IT Services department for driving better service quality, analyze recurring incidents and performance of existing systems, processes, people, and ensure corrective actions are taken.
  • Continuously look for opportunities to make the IT processes more efficient and effective, to add value to the Business and to improve service delivery.

 

REQUIREMENTS

  • University degree (Bachelor) Major: Computer, System Engineering or equivalent
  • In-depth knowledge of deskside support tools, security tools and management platform such as SCCM, Microsoft Azure, anti-virus, data protection, PC Backup, etc.
  • Knowledge of Financial Management and Leadership Skills
  • 10 years MNC experience in Information Technology environment
  • Excellent English communication, presentation and interpersonal skills.
  • Excellent understanding or business/manufacturing strategies, goals and objectives and their metrics and measures.
  • Accountable, strategic/disruptive and proactive mindset with can-do attitude.
  • Proven cybersecurity and compliance mindset.
  • Excellent teamwork sprit, strong communication skill to collaborate with cross regional stakeholders.
  • Relevant IT certification (E.g. MCITP, CCNA, ITIL, PMP and etc.)

 

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