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Senior Service Desk and Service Managment Analyst

Eingestellt von TALENT - IT

Gesuchte Skills: Design, Consultant

Projektbeschreibung

JOB DESCRIPTION

THE CONSULTANT WILL BE RESPONSIBILITY FOR:

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Analyse current Service Desk model to identify cost improvement areas
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Challenge vendor proposals to ensure that the right processes, people and technology are in place so that the organization can meet its business goals.
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Demonstrate hands-on practical approach on how to implement a high quality Service Desk solution at low cost
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Identify consequences/risks of changing current IT Service Desk model

HIGH-LEVEL DESCRIPTION AND OBJECTIVES:

Define and implement an improved Service Desk structure, including roles, responsibilities, resources and tools, that will:

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ensure significant cost saving for the customer
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ensure continued End User Satisfaction with IT for the customer

In the analysis phase, the expert role is expected to execute analysis of the inefficiencies and ineffectiveness of the current Service Desk model and impacted processes. In addition, this role is also expected to provide contribution to the deliberations related to in/out-sourcing based on the efficiency analysis. The Service Desk model needs to cater for integration of multiple vendors into these service Operations processes.

ANALYSIS DELIVERABLES:

1. Cost analysis and estimates for different Service Desk models

2. Evaluate the cost effects of changed service levels and language availability for all or parts of the customer

3. Assess cost savings(ticket volume reduction), through improved and increased self service for users

4. Define internal organization needed for chosen model and Service level definitions

Expected outcome of assessment activities is an executive summary report with recommendations on most Cost efficient IT Service Desk model.

Estimated Full time work for a 6-7 month period. Start up as soon as possible.

MANDATORY FIELDS

DESCRIPTION OF MANDATORY FIELDS

SENIOR SERVICE DESK AND SERVICE MANAGEMENT ANALYST WITH STRONG COST SAVING FOCUS

IN-DEPTH KNOWLEDGE OF IT SERVICE DESK MANAGEMENT (ITIL) AND IT SERVICE MANAGEMENT FRAMEWORKS

EXPERIENCE IN PLANNING, DESIGN AND IMPLEMENTATION OF SERVICE DESK MODELS/ORGANIZATIONS IN LARGER ENTERPRISES

Projektdetails

  • Einsatzort:

    Oslo, Norwegen

  • Projektbeginn:

    asap

  • Projektdauer:

    6 months

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

TALENT - IT