IT CUSTOMER SERVICE MANAGER

Profile requested
:
1. Bachelor’s degree in Computer Science or Computer / Communication Engineering
2. Minimum experience of 5 years in a similar position.
3. Advanced knowledge of IT front line support, Windows 10, Microsoft Office Tools (Outlook, Excel, Word, etc.) and mobile devices.
4. A good level on Network support: LAN / WAN / WLAN, VPN, AD and Microsoft Exchange.
5. Proven experience on Windows Server and Hyper-V.
6. Proven experience on remote user support
Responsibilities:
1. Support IT users on the Hardware needs: Computers, Printers, Tablets, Smartphones, UPS, Projectors, Handhelds, etc.
2. Support IT users on the Software needs: Outlook, OS, Microsoft Office tools, CCTV, Antivirus, OneDrive, etc.
3. For the first 2 responsibilities, the employee will provide the support for 200 users (100 at the plant level and the rest throughout the national territory) following SFC IT SLA and the corporate IT policy.
4. Ensure the provision, the support and the management of 4G SIM cards (300 lines).
5. Provide training and support for the new recruits on the different IT tools used by SFC.
6. Organize and apply IT Off-Boarding for resigned employees.
7. Manage IT inventory and maintain a minimum stock to ensure the continuity of service.
8. Complete and validate the internal documents necessary for the smooth running of IT operations: CAPEX, Acceptance Service, Purchasing requests, Discharges, etc.
9. Keep daily IT management files up to date.
10. Update on time IT requests management system (ITCare) and analyze recurring incidents in order to minimize them.
11. Manage the IT assets management system and collecting hardware details information to generate the required reports
12. Solve problems related to the use of computer networks: LAN, WAN, WLAN and 4G.
13. Solve problems related to IT network: Bluecoat, VPN, Firewall, etc.
14. Install and support video conferencing tools.
15. Support telephone system and mobile phone push to mail issues
16. Manage Active Directory accounts: create, modify and disable.
17. Manage the access to shared files and update on time the tracking file.
18. Ensure the availability of the different servers and upgrade them when needed.
19. Ensure the required security, humidity and temperature necessary for the Data Center.
20. Make a daily and monthly backup of the company data by following the internal backup procedure.
21. Test data backup in collaboration with Business application team
22. Plan and follow-up the data backup procedure for User PC’s, to ensure that all the computer data is secure & available.
23. Install the new updates: Windows, Antivirus, Office Tools, etc.
24. Participate in the preparation of the annual IT budget by understanding and identifying departments IT needs.
25. Support other IT functions on the implementation of IT projects.
26. Perform a knowledge sharing sessions with the other IT CS team members between BU.
27. Request and follow-up of payments for IT service providers in collaboration with Finance department.
28. Contribute to the identification of opportunities for continuous improvement of systems, processes and practices taking into account ‘international best practice’, improvement of business processes, cost reduction and productivity improvement
29. Utilize variety of technical tools and techniques to ensure service availability and ensure IT system performance.
30. Monitor the adherence to all relevant safety and environmental management procedures and controls to guarantee employee safety, legislative compliance, delivery of high-quality products/service and a responsible environmental attitude.
31. Ensure that all activities are monitored and regulatory compliance audits and inspections for the security audits and risk assessment are conducted for an effective implementation of regulatory standards
32. Prepare reports timely and accurately to meet Savola and IT department requirements, policies and standards.
33. Manage numerous information sources and provide data analysis to management.
34. Perform other related duties or assignments as directed