Deskripsi Pekerjaan
Join ConnectOS as a Senior IT Service Desk Analyst and take the lead in delivering exceptional IT support to our AU retail operations. In this pivotal role, you'll be responsible for managing a team of IT professionals ensuring seamless technical support across our multi-location retail environment. Your expertise will be crucial in maintaining operational efficiency, resolving complex technical issues, and implementing best practices in IT service management.
We're looking for a seasoned professional with a proven track record in leading IT teams within dynamic retail environments. You'll play a key role in shaping our IT service delivery, driving continuous improvement, and ensuring our retail teams have the technology they need to succeed. This is an excellent opportunity to make a significant impact on our operations while advancing your career in IT management.
At ConnectOS, we value innovation, collaboration, and excellence. If you're passionate about technology and have the leadership skills to guide a team through complex challenges, we encourage you to apply. We offer a competitive compensation package, professional development opportunities, and a supportive work environment that recognizes and rewards your contributions.
Tanggung Jawab
- Lead and manage a team of IT Service Desk professionals, providing guidance, mentorship, and performance feedback
- Oversee day-to-day operations of the IT Service Desk, ensuring timely resolution of technical issues
- Develop and implement IT service management best practices, policies, and procedures
- Collaborate with cross-functional teams to identify and resolve complex technical challenges
- Monitor service performance metrics and implement continuous improvement initiatives
- Manage vendor relationships and coordinate third-party IT service providers
- Ensure compliance with IT security policies and industry standards
- Conduct regular team meetings and communicate effectively with stakeholders
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or related field
- Minimum of 5 years of experience in IT service desk operations, with at least 2 years in a leadership role
- Demonstrated experience in managing IT teams within a multi-location retail environment
- Strong knowledge of IT service management frameworks (ITIL, COBIT)
- Excellent problem-solving skills with the ability to troubleshoot complex technical issues
- Strong communication and interpersonal skills with the ability to lead and motivate teams
- Experience with IT service desk tools and technologies (ServiceNow, Jira, etc.)
- Relevant certifications (ITIL, CompTIA, Microsoft, etc.) are highly desirable