ITIL Posistion/Chicago

[GTS]

GTS’ employee will evaluate the current Service Desk of a client in the northwest suburbs of Chicago, which includes developing a base line of the current setup, as well as evaluating processes, tools and tool integration and training and customer perception in order to obtain a full understanding of the environment and level/type of support being offered. GTS will then provide an in-depth report with recommendations for improving the clients Help Desk using ITIL standards and “best practices.”

The right candidate must have three to five years experience managing a global help desk. He/she will need to have created help desk processes and/or performed process optimization in an environment in order to increase the efficiency of the help desk. The right candidate will have experience working with a broad array of help desk tools, including those for ticketing, remote control, asset management, knowledge management, ACD and network management. He/she will have their ITIL certification and will have worked in a technical environment that followed ITIL standards as it relates to service desk, incident management, problem management, change management, configuration management and release management. Strong project management skills are also paramount to the successful candidate for this project initiative.

Technical Skills REQUIRED for this Assignment:

Hardware:
Software/Utilities: Heat, Remedy, ACD
Operating System: Microsoft
Network Operating System: Windows and Novell
Network Topology:
Other:

Essential Non-Technical Skills:

· Professional Image
· Polished Demeanor
· Excellent Written and Verbal Communication Skills
· Strong Analytical Abilities
· Stellar Organizational Skills

Other Technical Requirements:

· Creation of Help Desk Processes/Procedures
· Creation of Service Level Agreements
· Help Desk Creation Experience and/or Experience Merge Several Help Desks into a Central Desk
· Help Desk Management Experience
· ITIL Certified
· Service Management Assessments Experience