Service Manager

2 months ago

Lenox, United States Trustedadvisors Group Full time

**Service Manager (REF06)**

Nous recherchons pour le compte d'un organisme de crdit, bas Casablanca, un Consultant Service Manager, faisant partie des quipes du centre dassistance G2I, au sein de la Direction Organisation, Systmes dinformation & Transformation.

**M****issions principales:**

* Piloter les demandes de support dans le cadre du processus de gestion des incidents, requtes, changement et problmes du service de la DOSI&T (transversalit daction sur tout le primtre DOSI&T)

* Assurer la production de supports au travers des principes, rgles (ex : Matrice de Support) et processus dfinis (ex : niveaux de service)

* Adhrer les acteurs du systme dinformation aux bonnes pratiques du support et actualise les contenus et tutoriels de la plateforme ITSM

**Activits :**

* Assigner et coordonner les diffrentes quipes techniques dans la rsolution des problmes afin de mettre en place des solutions permettant une rsolution rapide ;

* Arbitrer les interventions pour optimiser le traitement dans les dlais des demandes ;

* Suivre et piloter les demandes avec lquipe en place afin de respecter les dlais de traitement ;

* Maintenir loutil de gestion des demandes ;

* Escalader vers le management les difficults, carts et insatisfaction des utilisateurs ;

* Effectuer les Reporting d'activit (Incident, change & PBM) ;

* Hirarchiser les priorits et dterminer l'urgence des demandes ;

* Superviser les demandes dincidents ;

* Suivre les requtes non rsolues et veiller leur rsolution rapide, dans le respect des SLA ;

* Contribuer alimenter le rpertoire de la FAQ de l'entreprise en y saisissant les cas les plus communs ;

* Assurer la communication auprs des interlocuteurs mtiers et IT.

**Comptences:**

* Connaitre linformatique du poste de travail (OS, poste, imprimantes, applications)

* Connaitre linformatique technique (rseau, serveur, tlphonie,)

* Connaitre lexploitation dun logiciel ITSM

* Connaitre ITIL et les bonnes pratiques du Support

**Type de contrat:** Freelance

**Dure de la mission:** 3 mois renouvelables *(Projet sur minimum 1 anne)*

**Lieu:** Casablanca

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