Data Management System General Support Coordinator
hace 2 semanas
CIMMYT is seeking a proactive, innovative, and self-motivated professional for the consultancy of a Data Management System General Support Coordinator. The Data Management System (DMS) General Support Coordinator’s role is to oversee all support desk staff and ensure that end users are receiving the appropriate assistance. This includes managing all procedures related to the identification, prioritization, and resolution of incidents, including monitoring, tracking, and coordinating support desk functions. The DMS Support Coordinator is also responsible for planning, designing, and analyzing the organization’s service desk according to best practices while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions by working closely with other teams such as IT Leads, data management, and development teams. The incumbent is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The DMS General Support Coordinator will also contribute to escalated problem resolution by giving tailored, hands-on support to end users when necessary.
The consultancy will be based in CIMMYT Headquarters in Texcoco, Mexico. Remote work is allowed, upon revision of the project needs and deliverables.
**Specific duties**:
- Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
- Develop policies and procedures that outline how problems are identified, documented, assigned, and corrected.
- Coordinate with closely linked software and hardware providers to establish joint procedures for managing user support requests.
- Analyze the performance of Support Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Identify, maintain, and monitor a list of VIP end-users/customers and, when necessary, take on the responsibility for directly resolving their requests through a differentiated set of processes and procedures.
- Plan and conduct performance appraisals of Support Desk staff, administer disciplinary action, and make recommendations for raises, bonuses, and promotions when necessary.
- Prepare and maintain staffing and budget proposals, plans, and operational statements.
- Evaluate current service desk software and tools in consultation with the support desk staff, end users, and other stakeholders to identify improvement opportunities or propose a more adequate IT solution.
- Conduct research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts.
- Liaise with procurement and vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
- Ensure appropriate training initiatives for new and existing staff.
- Purchasing and deployment tasks.
- Manage the processing of incoming requests to the support desk to ensure courteous, timely, and effective resolution of end user issues.
- Develop and enforce request handling and escalation policies and procedures.
- Track and analyze trends in requests and generate statistical reports.
- Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency, in alignment with DMS Training and BRS Capacity Development teams.
- Oversee development and communication of help sheets, usage guides, and FAQs for end users.
- Attend training seminars, conferences, and trade shows to broaden knowledge of current and future support desk issues and technologies.
- Oversee the development, implementation, and administration of service desk staff training procedures and policies.
- Train, coach, and mentor support desk dispatchers and other support desk staff.
- Manage the overall desk activities and staff.
- Contribute to escalated problem resolution by giving tailored, hands-on support to end users when necessary.
- Monitor incident trends and anticipate potential problems for proactive resolution.
**Major deliverables expected by the end of the consultancy contract**:
- List of VIP customers defined and loaded onto the ticketing system - **by September 2023**:
- SLAs developed and published - **by December 2023**:
- Detailed evaluation of the existing service desk software with recommendations for improvements if applicable - **by February 2024**:
- Develop guidelines for escalation of service desk requests - **by June 2024**
**Requirements**:
- College diploma or university degree in the field of computer science, IT, or other equivalent fields, or 3-5 years of equivalent work experience.
- Certification in ITIL v3 or ne
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