Supervisor Its
hace 4 semanas
Supervisor ITS-
Acerca de DHL
Supervisor ITS - EUS
Descripción del puesto
Coordinar el soporte técnico a usuarios finales, principalmente enfocado a equipo de cómputo Desktop, Laptop, equipo de radio frecuencia, impresoras láser, impresoras térmicas, telefonía móvil y aplicaciones comerciales a nível nacional bajo los estándares y níveles de servicio ofrecidos por ITS End User Services.
**Requisitos**:
**Responsabilidades**:
1. Asegurar el cumplimiento en la entrega del servicio comprometido con el negocio (Service Level Agrement) 2. Mantener actualizados los inventarios en la CMDB de los dispositivos administrados como son Desktop, Laptops, Impresoras láser, impresoras térmicas, equipos de radio frecuencia, etc. 3. Ejecución de todo servicio de soporte técnico de segundo nível y de datos principalmente con un ticket asignado por el grupo de Service Desk. 4. Administrar los tickets severos e involucrar a equipos globales, así como con líderes de TI para asegurar la resolución de la emergencia 5. Cooperar con otros miembros del equipo para resolver problemas o solicitudes de los usuarios finales 6. Asistir a los entrenamientos y actualizaciones de procesos necesarios para mantener el nível de servicio 7. Reforzar los estándares de seguridad de TI en la organización DSC. 8. Informar y hacer un seguimiento de las fallas con los proveedores en la resolución de un problema 9. Tomar el liderazgo de problemas escalados a esta posición 10. Recibir solicitudes de soporte de usuarios, las prioriza de acuerdo con los criterios acordados, los procesos y procedimientos actuales y los SLA 11. Identificar tendencias en las incidencias para reducir la cantidad de tickets mediante el proceso de administración de problemas 12. Asumir la propiedad de los incidentes, servicios asignados y escalados hasta el cierre; Esto incluye investigar, diagnosticar y resolver asegurando que se tenga en cuenta la necesidad de calidad, seguridad y disponibilidad utilizando como necesarias técnicas, herramientas, métodos y estándares especializados. 13. Implementar herramientas/procesos nuevos/innovadores para aumentar la productividad de los Servicios Proporciona una dirección clara y estándares de rendimiento en todo el equipo 14. Analizar los procesos de Servicios al Usuario Final para identificar oportunidades y promover mejoras que aumenten la eficiencia del servicio. 15. Apoyo a la Implementación de proyectos locales y/o de clientes en colaboración con el equipo central, regional y global. 16. Fomentar la óptima utilización de los recursos actuales mediante la capacitación enfocada a las mejores practicas 17. Comunicar a las áreas los posibles riesgos de seguridad que puedan tener los servicios ofrecidos en la cartera 18. Evaluar el desempeño de cada individuo del equipo y definir su desarrollo/crecimiento profesional
- JOB ID
- ***
CO01859
- COUNTRY
- ***
Colombia
- CITY
- ***
Bogota
- CATEGORY
- ***
IT
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