Senior IT Analyst - Service Desk Lead

HAYS Poland jest firmą doradztwa personalnego, należącą do międzynarodowej grupy HAYS plc, notowanej na giełdzie w Londynie i największej firmy rekrutacyjnej w Wielkiej Brytanii.

Grupa posiada ponad 390 biur w 27 krajach na całym świecie, w których łącznie pracuje 8 300 specjalistów. Jest liderem w Europie Środkowej i Wschodniej, Azji, Ameryce Południowej, Australii, Nowej Zelandii, Chinach, Japonii, Hong Kongu i Kanadzie.

Founded in 1986, QVC (which stands for Quality, Value, Convenience) has an extraordinary 30 year track record of growth and success. Now with annual net revenues of US$8.7 billion, QVC has emerged as the world’s leading video and ecommerce retailer, with live TV broadcasts reaching more than 350 million homes worldwide. QVC’s customer-centric culture helps explain why over 90% of QVC’s annual revenues come from repeat customers – people who have come to know and trust us. And it’s a big reason QVC people are proud to work here.

Senior IT Analyst – Service Desk Lead

Responsibility Summary: Supervises the day-to-day activities of the Service Desk staff and recommends and reviews processing and procedural enhancements.
Metrics:

• Budget to actual cost (Cost per resource / tickets)
• Service delivery governance effectiveness (Security and Compliance)
• GBS performance against SLAs (first call resolution, Daily ticket count)
• Problem/incident resolution metrics (Accuracy of Tickets – kickbacks)
• Business customer satisfaction (Voice of the Associate)
• Effectiveness & efficiency metrics against world class benchmarks

- Service Desk Cost per Active User - Site Support Cost per Networked Computer - Help Desk Requests per Thousand End-Users - % IT Calls Completed at First Contact

• Audit results and compliance effectiveness
• Cost savings and effectiveness gains from improvement initiatives

  Key Accountabilities:

• Monitors day-to-day service desk activity and recommends modifications as required. Leads and supports the activities of Service Desk staff including shifting planning, work load balancing and ongoing supervision. Provides input for performance assessments.
• Maintains and applies an in-depth knowledge of systems, applications and related support systems in order to diagnose and resolve end user problems

• Following established guidelines and expectations, responds to calls, questions and/or problems related to systems or hardware in a timely and efficient manner. Logs questions and problems and records actions taken in the Ticketing System (HP Service Manager).

• Acts as a senior support resource for service desk staff in resolving client issues. Works closely with all IT tiered support personnel and related technical areas to resolve client problems

• Assists GBS IT Services Lead with hiring section personnel. Provides input for performance assessments and service level agreement meetings
• Works GBS IT Services Lead to establish service levels and manage the automated call distribution (ACD) system to ensure that appropriate service levels are met. Actively works to ensure staff adhere to all service desk processes and procedures.

• Reviews on-line problem/resolution log to ensure accuracy, reliability and proper usage.

• Analyzes trends in service desk activity and works closely with GBS IT Services Lead to respond to issues/concerns.

• Works with GBS IT Services Lead to ensure and provide appropriate training for support staff to effectively perform their job.

 Critical Skills/Knowledge:

• Excellent problem-solving and analytical skills. Strong verbal and written communication skills. Excellent interpersonal skills. Good decision-making and negotiating skills. Excellent time management and organizational skills. Ability to operate a computer and related software. Ability to lead others.
• Understands most core applications in use at QVC, their key user areas and access requirements.
• Possesses advanced knowledge of standard hardware and software in the IT infrastructure, with expertise to address more complex incidents that involve multiple areas of the applications and/or infrastructure.
• Has a seasoned understanding of network connectivity and infrastructure, including wireless and remote access.
• Handles nearly all routine and non-routine inquiries and problems independently.
• Utilizes a broad range of technical support products and technologies to resolve difficult technical issues.
• Provides technical coaching to other staff members, assisting them resolve technical issues
• Proficient in English

 Just as we search the globe for unique products, we’re also searching for unique individuals to join our team. QVC offers a variety of career paths in Krakow, whether you are a recent university graduate, completing your studies, looking for the next step in your career or want to work flexible hours. With a wide range of exciting opportunities, there’s no better place to start or continue your career.

Prosimy o dopisanie następującej klauzuli „Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w ofercie dla potrzeb procesu rekrutacji zgodnie z Ustawą o ochronie danych osobowych z dnia 29.08.1997r., Dz. U. Nr 101, poz. 926 ze zm.” Numer w rejestrze agencji zatrudnienia: 361 hays.pl