• Management of audio-visual equipment such as video conferencing, projectors, smartboards, flat-screen TVs
• Management, commissioning and support of end-user devices such as PCs, Wyse thin-client devices, laptops, mobile phones, smart phones and telephone handsets.
• Management of a contact centre telephony environment with Avaya/Verint technology experience
• Managing distributed IT infrastructure in a high-pressure environment.
• Patching network and telephone cables within computer room patch frames and at the end/desk connection point
• Management of Windows 2012 Server (or later) housekeeping activities such as backups, user administration, allocation of permissions
• Provision of support with business continuity activities
• Collaborating with the internal stakeholders and partners to deliver the EUS roadmap
• Managing contracts and budgets with partners, ensuring services are delivered in line with agreements and meet local legal requirements
• Gathering new demand, overseeing projects to implement the new demand and ensuring a smooth transition to operations
• Contributing to the development of standards and policies for end-user services and driving the adoption of these policies globally
• Standardization of processes used between partners, JDE and third parties
• Contributing to building a modern workplace and thus the end-user services strategy

Skills: Audio Visual Equipment Management, End-User Device Support, Telephony Systems Management, Distributed IT Infrastructure, Network and Cable Patching, Windows Server Administration, Business Continuity, Contract and Budget Management

• Assess customer satisfaction for IT services. 
• Identify and implement measures to improve satisfaction
• Partner with IT project management organization (PMO) & business for transformational projects and change management.
• Oversee service desk function and openly share information
• Understanding of service provider tools such as ServiceNow (SNOW), self-heal etc.
• Work with the service provider to identify and implement strategies to assist Hexion associates to fully adopt service desk-related tools
• Act as an advocate to both Hexion IT and service providers for end users within the organization
• Measure IT service quality and implement plans to increase quality / close gaps
• Create and publish IT-related content to the internal portal used by Hexion associates
• Monitor the IT Feedback link for feedback from Hexion associates such as IT performance
• Put action plans in place to address systemic issues

Skills: Customer Satisfaction Analysis, Change Management, Service Desk Oversight, ServiceNow Expertise, Tool Adoption Strategy, End User Advocacy, IT Service Quality Improvement, Content Creation

• Monitor overall SLAs and key performance indicators (KPIs) for service providers.  
• Monitor earnbacks in those cases where critical performance indicators (CPIs) have been breached.
• Work with the service provider to identify areas where associates require additional training
• Partner with digital workplace trainer on training
• Enables an environment that embraces creativity and innovation
• Takes the time to listen for understanding and asks questions to clarify
• Uses communication skills that enhance teamwork (listens, is open, is honest, timely, and direct)
• Encourages others to listen using active listening skills
• Communicates directly, honestly, respectfully and in a timely manner to resolve conflict
• Uses simple language that is clear and to the point

Skills: SLA and KPI Monitoring, Performance Follow-Up, Earn Back Management, Training Needs Identification, Digital Training Partnership, Creativity and Innovation, Active Listening, Conflict Resolution Communication

• Practices accountability and collaboration to move the conversation forward
• Actively participates and openly shares with others – is transparent
• Works well with other departments, functions, regions and cultures
• Open to learning from others and values views different from own views
• Anticipates next steps and works towards them
• Promotes a customer-focused culture and continuously strives to deliver value to the customer
• Works with customers (internal and external) to understand and meet needs
• Keeps a promise, trust or pledge to do something now or in the future
• Actions and behaviors align with the goals of the organization
• Makes smart decisions quickly
• Receive feedback and adjust behavior
• Effectively works and communicates in a matrix environment

Skills: Accountability and Collaboration, Transparency, Cross-Functional Collaboration, Open to Learning, Proactive Planning, Customer-Focused, Customer Relationship Management, Integrity and Trust

• Mentor, train and develop team members with a focus on development, overall team engagement and growth
• Influencing team members with the latest end-user support practices, tools, and ideas with an emphasis to ensure alignment to a defined global deskside support strategy
• Regularly review the skill sets of team members and assist in creating individual development plans.
• Serve as the lead and escalation point for all aspects of end-user/computing support.
• Regularly monitor tickets assigned to the team’s ServiceNow support queue making sure that these are being handled promptly and professionally.
• Make proactive recommendations on improvements to systems and processes to avoid future tickets where possible
• Identifying ways to proactively reduce support requests through automation, documentation, and continuous process improvement, thereby, improving customer experience
• Develop and maintain procedures, processes, and standards
• Participate in global meetings and technical discussions in the areas of deskside support
• Provide appropriate level of challenge or feedback to the global team to ensure APAC requirements are also considered ensuring that decisions/strategies made, or technical solutions would be feasible to adopt globally.
• Take the lead in propagating Market Based Management (MBM) culture within the team by ensuring that each team member clearly understand and internalize the MBM Guiding Principles in daily work.

Skills: Team Mentorship, End User Support Leadership, Skills Assessment, Lead and Escalation Point, Ticket Monitoring, Process Improvement, Procedure Development, Global Collaboration

• Ability to stay current on technology trends and to assess possible benefits to AVEVA staff.
• Exceptional communication skills, both verbal and written
• Strong leadership skills including the ability to motivate a team.
• Strong people skills, a good communicator, listener and someone who can express requirements concisely, accurately and with consideration.
• Ability to treat staff matters with the appropriate level of confidentiality.
• Systematic, disciplined and analytical approach to problem solving with good attention to detail.
• Knowledge and experience of ITIL
• Experience working with ServiceNow
• Knowledge of standard SW issues including Microsoft Windows operating systems, Office 365, Mac OS, Active Directory administration, BitLocker encryption
• Experience in Supporting Apple iOS-based devices via MDM systems
• In-depth exposure to various IT hardware including communications and AV equipment
• Experience with Printer network troubleshooting and MFA

Qualifications: BA in Information Technology with 5 years of Experience

• Experience in a leadership capacity within an IT organization.
• Experience leading, guiding and mentoring a remote team.
• Broad experience supporting a Microsoft environment including Windows 10 desktop, Windows 2012/2016/2019 Server and M365.
• A good understanding of networking (LAN and WAN).
• IT Service Management experience and certification such as ITIL 4
• Outstanding customer service skills, with the ability to prioritize and handle multiple priorities simultaneously.
• A proven ability to instill and reinforce a customer service ethic within the IT team.
• Experience in a global setting
• Understands and consistently questions the status quo and analyzes existing processes for improvement based on knowledge and experience
• Problem-solving and analytical skills.

Qualifications: BS in Computer Science with 6 years of Experience

• Experienced in managing service desks in multi-national corporations
• Knowledge of ITIL and Agile way of working
• Experience as a service desk technician
• Familiar with endpoint technology, cloud computing and Microsoft solutions such as Microsoft 365, audio/ video solutions
• Experience within a similar industry (semiconductor, aviation, railway or space)
• Excellent English language proficiency
• Good communication and presentation skills
• Good team player with strong leadership skills
• Ability to balance between long-term vision and acting now
• Ability to act decisively and lead projects to results.
• Ability to take responsibility and demonstrate ownership. 

Qualifications: BA in Management Information Systems with 5 years of Experience

• Ability to take on a holistic perspective on issues and consider user community in doing so
• Ability to formulate clear expectations and delegate tasks in a systematic way according to individual capacity and capabilities and potential
• Ability to evaluate team behavior at all levels. 
• Ability to select the right team members and develops, engages and coaches in a goal-oriented way to fulfill individuals’ needs and achieve team goals
• Ability to communicate clearly, concisely and directly to peers, users as well as managers. 
• Ability to listen actively, shows empathy in dealing with others and strives to achieve a shared understanding of own and others' tasks, issues and goals. 
• Strong stakeholder focus and excellent communication and presentation skills
• Verbal and non-verbal communication transmits a sense of urgency, to be on top and in control
• Ability to apply process thinking, process design and process improvement methodologies to generate significant, measurable benefits
• Open-minded, creative when handling problems independently, committed and flexible. 

Qualifications: BS in Network Administration with 6 years of Experience

• Experience with IT Service Management in an enterprise environment in delivering and maintaining the company's IT services.
• Experience managing outsourced IT Service Desk providers.
• Ability to work within a 24/7 environment across multiple time zones.
• Excellent organizational and time management skills.
• ITILv3 Foundation Certificate
• In-depth knowledge of Dell computer hardware and Dell Software.
• Knowledge in troubleshooting Windows Operating systems
• Experience with Collaboration technologies in particular MS Teams and Ring Central.
• Knowledge of networking protocols and configurations (TCPIP, Windows Networking, etc...)
• Experience with software applications (Microsoft SCCM or Intune, Microsoft Office, VMware OS and VDI, Encryption and AV technologies, Adobe, Oracle Client Applications, Absolute, Etc).

Qualifications: BA in Business Administration with 5 years of Experience