User Services Executive

HAYAT HOLDİNG SAN A.Ş.

Qualifications:

• Bachelor's degree in relevant disciplines
• Fluent in English
• Must have a customer service oriented attitude
• Must have excellent analytical and interpersonal skills
• Excellent time management and prioritization skills required
• Ability to balance strategic thinking with tactical implementation
• Excellent written and verbal communication skills
• ITIL certifications is preferred
• 8+ years of experience with IT end user services(EUS) in a Microsoft Windows environment
• 8+ years of experience in application support for Microsoft Office, Active Directory, and Anti-Virus
• 8+ years of experience managing an EUS or a related IT team
• 8+ years of experience managing Remote PC management and software distribution in an enterprise environment
• Expert technical knowledge of PC Operating Systems including Window 7/8/10 & Mac OS and IOS & Android
• Technical Certification is a plus
• Multi-tasking, self-motivated and project-oriented. 
• Project management/leading experience is a plus
• Must be a self-starter with the ability to work independently, within a team, and with other groups
• Excellent verbal and written communication skills are required
• Candidate must have supported in excess of 1000 users in multiple locations

Job description:

• Will lead the team and will be responsible for the installation, deployment, delivery, troubleshoot, performance, support and tracking (remotely or on site) of all End User services (hardware, software) at ITIL standards
  
• The ideal candidate will demonstrate exceptional technical and customer service skills and possess the ability to anticipate end user’s productivity needs and deliver them before they are evident. It is essential that the successful candidate will be highly organized
• Responsible for leading all business unit for IT user services. These relationships are to be proactively lead to ensure smooth deployment of PC Hardware, patches, upgrades and new WIN & MAC O/S releases, as well as the seamless introduction of new End User Services
• Responsible for Inventory management of IT components
• Responsible to Publish, maintain and update policies, processes and procedures for IT User environments usage
• Supports multiple locations and responsible for managing IT staff at those locations
• Responsible to analyze, summarize and present monthly reports and metrics to identify support team performance, user request trends and implement improvements
• Ensuring IT business continuity and communication towards key stakeholders in case of incidents, problems or changes. Builds and maintains strong partnership with business and application owners and other IT roles
• Responsible to Evaluate, maintain, modify and document desktop application packages and processes