Manager of Customer IT Services Office (Helpdesk)

Summary

Join our team as a Manager, responsible for performing various duties and responsibilities related to IT service management, incident registration, reporting, and technical support.

Requirements

• Higher-professional, preferable from the higher education institutions with English language of instruction
• Priority specializations: computer science or related field; information technology management
• Work experience must meet one of the following requirements
• With Master's degree, professional experience should be not less than 1 year in the areas corresponding to functional areas of a specific position; or
• With Specialist or Bachelor degree, work experience should be at least 3 years in the areas corresponding to the functional areas of a given position in the public service, international and/or national companies, or at least 2 years of work experience at the University and/or its organizations
• Knowledge: Knowledge of the legislation of the Republic of Kazakhstan in the field of information and education
• Knowledge in the field of IT and organization of IT services in accordance with ITSM\ ITIL practices
• Experience in working with information technology management systems and customer service (ITSM)
• Experience with service quality management and user expectations in accordance with SLA, OLA agreements
• Knowledge of project management methodologies, including, but not limited to, Agile, Waterfall, Scrum, Kanban and other approaches
• Availability of certificates in the field of IT relevant to the performance of these functions (preferably by ITIL, MTA)
• Ability to present technical information in a user-friendly language
• Knowledge of PC architecture and ability to configure user peripherals
• High level of ownership of Microsoft products, including Windows operating systems and the Microsoft 365 platform
• Knowledge of the basics of networks (basics of construction, network protocols, addressing, network equipment and others) and network diagnostics
• Knowledge and experience with Active Directory
• Knowledge of the principles of functioning of artificial intelligence (AI)
• General understanding the principles of operation and configuration of chatbots

Responsibilities

• Registers incidents and events in the Accounting System (ITSM) to reduce downtime and prevent disruptions
• Monitors the timely execution of applications, ensures their processing within the established service level agreements (SLA, OLA)
• Compiles reports evaluating the effectiveness of all services and personnel of the IS department, providing them to the higher management for the analysis of the results of operational activities
• Handles incoming phone calls and makes outgoing calls in order to solve user requests
• Maintains the ticketing management system, ensures its relevance and optimization for the effective operation of the support service
• Analyzes, processes and classifies incoming requests
• Maintains and updates all the technical and logical functionality of the ITSM system (ITSM receiving and processing system) and all modules of this system
• Provides consulting and methodological assistance on issues within the competence of the Office
• Informs the NU community about significant events, incidents and upcoming preventive measures related to the organization's IT infrastructure using e-mail and the Information Services Management System (ITSM system)
• Registers, analyzes and compiles reports on statistics of phone calls and requests in order to identify trends, common problems and areas requiring improvement within the support service, using the PowerBI tool
• Provides data for generating reports evaluating the effectiveness of all services and personnel of the IS department to higher management for analyzing the results of operational activities
• Interacts with IS divisions to solve complex technical problems that require escalation and coordination
• Coordinates diagnostics and fixes malfunctions and technical problems remotely
• Provides face-to-face and remote (via RDP, RMS, AnyDesk, MS Quick Assist, etc.) technical support and provides consulting assistance to end users of the University
• Updates and manages the internal and external Knowledge Base, provides relevant and useful information to users and employees of the IS Department
• Supports the elements of Artificial Intelligence and Machine Learning to ensure uninterrupted user support for basic queries and requests
• Cooperates with divisions of the IS Department within the framework of common projects related to the introduction of new technologies and systems
• Participates in the processes of identification, assessment, management, monitoring of risks within the supervised direction
• Participates in project in order to optimize business processes for the provision of information technology (IT) services, using project management tools such as Microsoft Project, Asana, Jira and others
• Searches for candidates who meet the criteria for the vacant position in the process of hiring new Office employees (at recruiting sites Smart recruiters, Headhunter, etc.)
• Participates in the development and updating of instructions and manuals for new university users and IT staff, helping them to familiarize themselves with systems and procedures
• Promptly and efficiently fulfills the instructions of the Chief Information Officer, the Director of the Office and the University management within the framework of his official duties and powers
• Fulfills the tasks of the immediate supervisor and the University management in a timely and appropriate manner
• Timely and high-quality execution of other orders of the Head and management of the University within the framework of their official duties and powers

Preferred Qualifications

• Application software installation skills
• Skills in using tools for remote management and administration, such as RDP, RMS, AnyDesk, MS Quick Assist and other similar tools
• Skills in preparing and conducting presentations
• Analytical abilities
• Interaction and individual approach to solving operational tasks
• Proficiency in english, kazakh, russian languages
• Business correspondence skills in English, Kazakh, Russian
• Constant desire to develop professional expertise
• Integrity and ethical behavior
• Results-orientation and problem-solving
• Client orientation
• Critical thinking
• Developed communication skills
• Interpersonal skills (verbal and written)
• Skills of building business relationships
• Ability to work in team
• Responsibility
• Systematic thinking
• Multi-tasking
• Effective time management
• Commitment to the goals of the University