Planning and directing, or executing operations of Service Desk(s), in a respective IT Service Management organization.
Ensuring the continual monitoring of systems and utilization
Ensuring or processing of all kind of tickets related to defects and incidents.
Identifying, analyzing and logging incidents, restoring normal services and minimizing adverse impact on operations.
Providing appropriate access rights for authorized users, and providing personalized services to users.
Ensuring IT Services offered are accessible to users at all time, and without any delay or constraints.
A job at this level…
Monitors utilization of assigned function-specific technical infrastructure (e. g. applications, systems, services or processes)
Plans infrastructure operations, installation, setup or maintenance processes, and may coordinate service provider in this respect.
Ensures agreed service or support level is realized, watches out for options of optimization, and takes over agreed realization measures.
Provides focused analytics for a specific topic or complex of failures, proposes or generates solution, and reports to management.
Trains and supports assigned stakeholder in using the infrastructure efficiently.
Supports related service improvement projects, and may take over specific workstreams for dedicated area.