IT Service Desk Lead
2 meses atrás
**Req Id**:11567**Job Family**:IT**Location**:Porto, PT, 4100-136**Our Vision.**
- SBM Offshore believes the oceans will provide the world with safe, sustainable and affordable energy for generations to come. We share our experience to make it happen.**Our Profile.**
- We design, build, install and operate offshore floating facilities for the offshore energy industry. As a leading technology provider, we put our marine expertise at the service of a responsible energy transition by reducing emissions from fossil fuel production, while developing cleaner solutions for renewable energy sources. More than 7,000 SBMers worldwide are committed to sharing their experience to deliver safe, sustainable and affordable energy from the oceans for generations to come. Together, we are driving progress forward in a TRUE. BLUE. TRANSITION.- #OGJS**INTRODUCTION**
The IT Support Technician Lead is responsible for leading the local Level 1 Support Technicians serving the global SBM Offshore users. Primary responsibility is to manage the team’s ticket prioritization, assist with escalated tickets, and maintain the interfacing with other IT disciplines.**ROLE CONTRIBUTION**
To support and contribute to a fully integrated and aligned IT Strategy across the SBM organization, you are responsible to:
- Liaise, work together with and advise your IT colleagues across different sites and disciplines
- Enforce and execute Group IT Policies, Procedures and Work Instructions to work aligned to the strategy of Group IT, making suggestions for improvement when the opportunity arises.
- Update relevant Work Instructions to be shared among global teams when needed.
- Identify areas for potential issues and proactively communicate with stakeholders to resolve issues, share information, and provide guidance.
- Enforce Incident Management Procedures and ITSM Procedures to the team.
- Ensure that the Support Technicians keep the customer properly and timely informed on the status of their Request or Incident.
- Interface with key stakeholders throughout the company when necessary
- Provide accurate and detailed information when escalating to the next support level.
- Ensure that the endpoint lifecycle policy is executed for the local organization.
- Communicate/escalate in timely manner recurring issues and problems to Support Manager.
- Communicate the endpoint stock to local Asset Administrator and local IT Operations Manager.
**ROLE REQUIREMENTS**
- Minimum 8 years experience in IT Service Desk role, providing on-site and remote support.
- Mandatory English-speaking fluency. French, Portuguese, or Dutch languages are a plus
- Mandatory experience in Windows OS, O365 suite, Cisco end-user devices (i.e. video conferencing), and Citrix client.
- Mandatory experience with endpoint hardware lifecycle, deployment, and maintenance.
- Mandatory experience with ITIL v3 processes
- Experience supporting VIPs are required
- Attitudes required is to be communicative, energetic, self-motivated and self-learner
- Certifications in Microsoft and Cisco products are a plus
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