Service Manager
1 month ago
Nous recherchons pour le compte d'un organisme de crédit, basé à Casablanca, un Consultant Service Manager, faisant partie des équipes du centre d’assistance G2I, au sein de la Direction Organisation, Systèmes d’information & Transformation.
Missions principales:
- Piloter les demandes de support dans le cadre du processus de gestion des incidents, requêtes, changement et problèmes du service de la DOSI&T (transversalité d’action sur tout le périmètre DOSI&T)
- Assurer la production de supports au travers des principes, règles (ex : Matrice de Support) et processus définis (ex : niveaux de service)
- Adhérer les acteurs du système d’information aux bonnes pratiques du support et actualise les contenus et tutoriels de la plateforme ITSM
Activités :
- Assigner et coordonner les différentes équipes techniques dans la résolution des problèmes afin de mettre en place des solutions permettant une résolution rapide ;
- Arbitrer les interventions pour optimiser le traitement dans les délais des demandes ;
- Suivre et piloter les demandes avec l’équipe en place afin de respecter les délais de traitement ;
- Maintenir l’outil de gestion des demandes ;
- Escalader vers le management les difficultés, écarts et insatisfaction des utilisateurs ;
- Effectuer les Reporting d'activité (Incident, change & PBM) ;
- Hiérarchiser les priorités et déterminer l'urgence des demandes ;
- Superviser les demandes d’incidents ;
- Suivre les requêtes non résolues et veiller à leur résolution rapide, dans le respect des SLA ;
- Contribuer à alimenter le répertoire de la FAQ de l'entreprise en y saisissant les cas les plus communs ;
- Assurer la communication auprès des interlocuteurs métiers et IT.
Compétences:
- Connaitre l’informatique du poste de travail (OS, poste, imprimantes, applications)
- Connaitre l’informatique technique (réseau, serveur, téléphonie,)
- Connaitre l’exploitation d’un logiciel ITSM
- Connaitre ITIL et les bonnes pratiques du Support
Type de contrat: Freelance
Durée de la mission: 3 mois renouvelables (Projet sur minimum 1 année)
Lieu: Casablanca
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