Deskripsi Pekerjaan
Join ConnectOS as a Senior IT Service Desk Analyst and lead our IT support operations for AU Retail's dynamic business environment. We're seeking a seasoned professional with proven experience managing IT Service Desk teams and operational functions across complex multi-location setups. This role demands exceptional leadership skills, deep technical expertise, and a passion for delivering seamless IT experiences to retail stakeholders. You'll drive service excellence, implement best practices, and mentor high-performing teams while ensuring robust IT infrastructure supports our retail operations. If you thrive in fast-paced environments and excel at bridging technology solutions with business needs, this is your opportunity to make a significant impact.
Tanggung Jawab
- Lead and mentor a team of IT Service Desk analysts, fostering professional growth and operational excellence
- Oversee daily IT support operations across multi-location retail environments
- Develop and implement IT service management policies, procedures, and SLAs
- Coordinate incident, problem, and change management processes
- Collaborate with cross-functional teams to resolve complex technical issues
- Monitor KPIs and service desk performance metrics
- Ensure compliance with IT security standards and retail-specific regulations
- Drive continuous improvement initiatives for IT service delivery
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or related field
- 5+ years of IT service desk experience with 2+ years in team leadership
- Proven track record in multi-location retail or complex business environments
- ITIL Foundation certification or equivalent service management expertise
- Strong proficiency in IT service desk tools (ServiceNow, Jira, etc.)
- Excellent problem-solving and stakeholder management skills
- Experience with retail-specific IT systems and POS infrastructure
- Ability to work under pressure and manage competing priorities