Do you have experience as a Service Desk Manager? Are you interested in taking a service and customer-oriented approach? Are you organized, multitasking, an excellent and flexible communicator, with a “can-do” attitude? Can you support your team trough difficult, busy or sometimes stressful situations on a daily basis? We are looking for a dynamic person to manage CERN Service Desk and join the Service Management and Support Group. CERN, take part!
You will join the SMS Group that is responsible for the clear and coherent implementation of service management all across SMB. It shall strive to excellence in service management, through coordinated adoption of best practice standards. The SMS Group has responsibility for the overall service quality, which means it monitors service delivery, and coordinates efforts to restore services to the agreed levels when needed. The SMS group is owner of all service management processes.
The CERN Service Desk carries responsibility for establishing the ﬁrst line of contact between CERN services and the users in order to assist the user to find an answer via CERN Service Portal or to register their issues in a ticketing system. It also ensures switchboard activities, dealing with incoming phone calls.
The Service Desk provides a single point of contact from 7:30am until 6:30pm workdays to most of the services included in CERN Service Catalogue. The large scope of the Service Desk is not only an IT one, but it also includes infrastructure matters, HR, Finance, Logistics, switchboard activity etc., which makes the CERN Service Desk unique and challenging.
The Service Desk activity is performed by an external contractor managing the activity with currently nine Service Desk agents and a Team Leader, the latter being the direct contact person with the CERN Service Desk manager.