ITIL Service Desk Service Owner
ITIL Service Desk Service Owner
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Job Description
ITIL Service Desk Service Owner is accountable to actively participate and support the delivery of endtoend services in line with customer and internal SLAs/KPIs. They act as a bridge between technical teams stakeholders and leadership to ensure quick resolution and minimal business impact. The role requires expertise in ITIL frameworks strong communication skills and the ability to work under pressure in highpriority situations.
You will also:
- Work together with the Situation and ITIL Process Management communities.
- Be in charge of incident resolution within compound environments with complete confidence engaging internal and external support teams globally.
- Make sure all predefined KPIs for response times breach times and resolution times are fully respected.
- Participate in internal and external audits.
- Work closely with the external service provider that will process the first level second level and third level support according to the internal procedures.
- Lead and coordinate resolution efforts together with the service provider for major incidents affecting IT services.
- Identify the root cause and implement corrective actions to prevent recurrence.
- Ensure adherence to ITIL best practices for incident problem workorder and problem management.
- Act as a point of contact for business units during critical IT incidents.
- Maintain a database of known errors and solutions to improve incident handling.
- Analyze incident trends and suggest process improvements.
- Conduct postincident reviews and lessonslearned sessions.
- Generate reports on incident trends resolution times and impact analysis.
- Track service level agreements (SLAs) and key performance indicators (KPIs).
- Recommend automation or proactive monitoring to reduce incident frequency.
Qualifications :
- Education: Bachelors degree in IT Computer Science or a related field.
- Experience: 3 years in IT service management with a focus on incident or problem management.
- Experience with ITSM tools for e.g. ServiceNow BMC Remedy or Jira.
- Certifications: ITIL Foundation ITIL Intermediate or Expert is a plus.
- Strong analytical and problemsolving abilities.
- Excellent communication and stakeholder management skills.
- Ability to work under pressure and manage multiple priorities.
Additional Information :
What we offer:
- 13th salary;
- Performance bonus;
- Christmas & Easter bonus;
- Seniority bonus;
- Flexible working time;
- Home office;
- Competitive salaries & benefits;
- Health & wellness (Life Assurance Private Health and Dental Insurance Sport activities Canteen 24/7 Helpline with Psychologists etc.;
- Different discounts (tires glasses medical shopping etc.;
- Relocation bonus for nonTimisoara Residents;
- Professional development opportunities (in Technical and Leadership Areas);
- International Work Environment & Traveling Opportunities.
Ready to drive with Continental Take the first step and fill in the online application.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
