Description
The mission of the Workplace Services teams is to enable the Workforce with reliable Workplace capabilities to ensure efficient (hybrid) collaboration where and whenever they need it and this in a secured environment.
The Workplace Services team aims to deliver, support and make evolve a range of Workplace, Building Facilities and IT4IT solutions used by the client employees.
The Workplace Services team works in close collaboration with various teams (IT, Business) and external suppliers to ensure the best quality of service.
The activities delivered by the Workplace Services teams are covering the following solutions: Physical and virtual workstations, software packaging and licensing, workforce collaboration solutions (Office 365, secure data exchange, …), telephony services, Meeting Rooms, Office Printing, Translation Services, , Network connectivity, Enterprise backlog, timesheeting & ITSM Management solutions, …
Goal of the mission
Take in charge the definition and implementation of the Target Service Desk Operating Model in the context of the One Workplace Program (move to Windows Edition & Modern Virtual Desktop).
Tasks
- Document the current Service Desk operating model and identify the key tasks being performed including RACI / R&R
- Identify what will be the impacts for the Service Desk in terms of processes, operational activities and resources
- Design, document and implement the target support processes to be followed for the client end-users migrated on Windows Edition
- Define the new work instructions to be followed by the Service Desk teams in order to provide end-user support on Windows Edition
- Establish a transition plan to avoid any interruption of service while moving to Windows Edition
- Define a clear operating model to support the double run during the whole migration timeline (18 months)
- Identify / update the knowledge articles (end-users / 9936 agents) to be updated to support Windows Edition «
Experience & skills required
- Bachelor’s degree in Computer Science, Business, IT or other related field or equivalent training
- Extensive written and oral communication skills (English)
- Skills: documentation, process design, good understanding of Service Desk and Workplace eco-
systems, ability to summarize key messages towards Management. - Min 3 years of experience in IT services
