Infrastructure Services Datacenter and Remote
Support of EMEA and APJ company departments in all aspects of the IT Infrastructure
- Administrative Support and Hands-on
- Lifecycle Management – Plan, buy, deploy, maintain, dispose
- Data Protection and Security
- Datacenter Lab Services – resources required by developers, testers, pre- and post-sales support teams and others on an on-demand basis.
Client Management/SD/EUS (Level 1-3)
Control of the IT organization in terms of effectiveness, efficiency, customer experience and satisfaction, as well as productivity and Service Quality Improvement
- End User Support – all aspects of User Support
- ITSM Integration – Migration from Footprints to Remedy Force
- Process calibration – revising processes on a regular basis and calibrate the ones which are not up to date anymore
- SLA and KPI monitoring – monitor SLAs and KPIs in the End User Support and Infrastructure area
- Management Scorecard – Excel based IT Scorecard
- User Training – train users on important topics, some based on the outcomings of the Scorecard, some because of the introduction of new apps
Workplace Services
- Hardware Lifecycle Management – End User Devices Lifecycle management
- Define Hardware Standards – creation of a Global Hardware Catalog for the EUS organisation
- Rollouts –
- Compliance – Data Protection, Compliance for Computer and Mobile Devices
- Security –
- MDM – Data Protection, Compliance for Mobile Devices
- Office Moves and relocations –
Customer Experience
- improvement of customer satisfaction
- service quality,
- efficiency and effectiveness.
Professional development and disciplinary leadership
Career Development
- Bi-annual Assessment of Employees Performances and Competences
- Mentoring and Personnel Planning
Employee engagement
- Plan and execute on the company’s strategies in increasing EEs engagement
ITIL Process development and implementation
- Major Incident Process rollout
- 24/7 Global Service Desk Operations (follow the sun) rollout
- ITSM Reporting, SLA score improvement, KPI monitoring
Project Management
- Plan, control and monitor critical IT projects in the infrastructure, end customer and service desk areas
- ITSM Migration, O365 Rollout, SkyCure & Airwatch POC, CrashPlan upgrade/Legal Holds
- Applications Rollout Strategy, Major Incident Rollout, Linux and Mac Management (Jamf Rollout)
- Windows 10 Rollout, PulseSecure Rollout.
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