- Location
- United Kingdom / Leeds
- Workplace
- Onsite
- Type
- Full-time
- Department
- Customer Service
- Source
- Workday
Description
Responsibilities:
The role of the IT Infra Run, Tier 1&2 is to ensure IT Infra Run (which includes Service Desk, Site Support and Network Run) performance is in line with expectations.
The person will be responsible at an operational level, for providing a workable organization and structure within EMEA , North Cluster.
Ensure alignment between the clusters as well as to global standards
Responsible and accountable for Tier 1&2 responsibilities, namely:
First line of Support- User Focused
Second line of Support- User and Infrastructure Focused
Ensure proper support organization meeting SLA and target metrics
Meet the implemented SLAs following the guidance from the ITSM organization
Adhere to Information Technology Infrastructure Library (ITIL) standards and best practices following the guidance from the ITSM organization
Develop & maintain business relationships with stakeholders to ensure IT Infra Run performance is in line with expectations
Work together with IT Infra team members of other clusters, for best practice sharing and collaboration
Work together with other IT Teams for proper support within EMEA , North Cluster, assets deployment and SOP
Act as a technical escalation point
Acts as the point of contact for IT Infra Run within EMEA , North Cluster
Responsible for the quality and delivery of technology support services
Escalate when/where needed; Ensure communication succinctly to end users and across teams