At CERN, the European Organization for Nuclear Research, physicists and engineers are probing the fundamental structure of the universe. Using the world's largest and most complex scientific instruments, they study the basic constituents of matter - fundamental particles that are made to collide together at close to the speed of light. The process gives physicists clues about how particles interact, and provides insights into the fundamental laws of nature. Find out more on http://home.cern.

Introduction

Do you have experience as a Service Desk Manager? Are you interested in taking a service and customer-oriented approach? Are you organized, multitasking, an excellent and flexible communicator, with a “can-do” attitude? Can you support your team through difficult, busy or sometimes stressful situations on a daily basis?  We are looking for a dynamic person to manage CERN Service Desk and join the Service Management and Support Group. CERN, take part!

You will join the SMS Group that is responsible for the clear and coherent implementation of service management all across SMB. It strives for excellence in service management, through coordinated adoption of best practice standards. The SMS Group has responsibility for the overall service quality, which means it monitors service delivery and coordinates efforts to restore services to the agreed levels when needed. The SMS group is the owner of all service management processes. The CERN Service Desk carries responsibility for establishing the first line of contact between CERN services and users in order to assist the user to find an answer via the CERN Service Portal or to register their issues in a ticketing system. It also ensures switchboard activities, dealing with incoming phone calls.

The Service Desk provides a single point of contact from 7:30am until 6:30pm workdays to most services included in CERN Service Catalogue. The large scope of the Service Desk is not only an IT one, but it also includes infrastructure matters, HR, finance, logistics, switchboard activity etc, which makes the CERN Service Desk unique and challenging.

Functions

As a Service Desk Manager, you will be responsible for the daily operations of the Service Desk. In particular, you will:

• Be operationally responsible for incident and request handling and dispatching of the Service Desk; be ready to intervene on Service Desk issues and act instantly when necessary to solve operational problems.
• Report, analyse, monitor and take corrective actions, if required, on the Service Desk activity based on a defined service level agreement (SLA) and a set of key performance indicators (KPI’s).
• Use key metrics positively to drive improved behaviors and performance.
• Perform extensive quality checks on the work carried out by the Service Desk. Quality control will be a substantial part of the Service Desk Manager’s activity (estimated at 50%).
• Collaborate with the Service Desk Team Leader and improve the knowledge base.
• Evaluate customer’s satisfaction/feedback and services’ complaints on the Service Desk actions and coordinate the resolution of specific issues in close collaboration with the Service Desk team leader or Service Management team and Services concerned.
• Represent the Service Desk at meetings inside and outside the Organization.

Bachelor's degree or equivalent relevant experience in the administration or technical fields, or a related field. In addition, we expect an ITIL V3 certification or willingness to acquire this knowledge and the certification.

Experience:

Demonstrated experience in:

• Participating in and leading of a service delivery activity.
• Influencing positive change within a group of people.
• Handling a multi-functional and multi-focused role.
• Prior experience managing a service desk would be asset.

Technical competencies:

• Incident management: as it relates to service management.
• Knowledge management: as this is the driving factor for a large scope service desk.
• Metrics and analytics: employing metrics constructively as a tool for service improvement.
• Quality management: quality of service is the key success factor for the operation of a Service Desk.
• Process analysis, definition and improvement: required for continues improvement cycles in service management.

Behavioural competencies:

• Building relationships: being able to put self in the shoes of others in order to understand their needs and interests; showing courtesy and consideration in dealings with others.
• Solving problems: identifying, defining and assessing problems, taking action to address them; producing workable and timely solutions that meet requirements.
• Learning and sharing knowledge: proposing ways to improve or streamline existing procedures, processes and methodologies; using knowledge sharing systems and technology.
• Achieving results: delivering prompt and efficient service taking into account customer needs.
• Managing self: remaining objective, focussed and productive in a stressful environment; focusing on solutions rather than problems.

Language skills:

• Spoken and written English and French: ability to understand and speak both languages in professional contexts as well as the ability to prepare/draft and/or translate accurate texts in both languages.

Eligibility and closing date:

Diversity has been an integral part of CERN's mission since its foundation and is an established value of the Organization. Employing a diverse workforce is central to our success. We welcome applications from all Member States and Associate Member States (http://cern.ch/jobs/content/member-states).

This vacancy will be filled as soon as possible, and applications should normally reach us no later than 13.06.2018.

Employment Conditions

Contract type: Limited duration contract (5 years). Subject to certain conditions, holders of limited-duration contracts may apply for an indefinite contract.

These functions require:

• Work during nights, Sundays and official holidays, when required by the needs of the Organization.

Job grade: 4-5

Job reference: SMB-SMS-2018-39-LD

Benchmark Job Title: Business Process Support Officer

Please make sure you have all the documents needed to hand as you start your application, as once it is submitted, you will not be able to upload any documents or edit your application further