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IT Service Manager–Helpdesk&Processes

IT organization of innogy Czech Republic dedicated infrastructure department provides services from end-user devices and tools, via IT networks and connectivity services, finally to a data centre and cloud. All with reasonable security point of view and maturity of processes, balanced performance and costs.
All team members aim to ensure the smooth operation of infrastructure services. Further optimization is expected, including continuous improvements.
Current infrastructure is based mainly on cloud technologies. Mention innogy has the most considerable AWS IaaS/PaaS use in CZ, ServiceNow for user Helpdesk and ITSM process automation, Splunk for services monitoring and Microsoft Office365 supporting user productivity.
Be part of this unique opportunity.

Pro muže i ženy

Full-time work

innogy Česká republika, a.s.

Plynárenská 499 / 1 - 602 00 Brno,
Plynární 2748 / 6 - 702 00 Ostrava,
Limuzská 3135 / 12 - 108 00 Praha

IT Service Manager–Helpdesk&Processes

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Place of Work:

  • Ostrava or Prague or Brno

Start Day:

  • Subject of discussion

Your tasks:

  • You are accountable for delivering IT Helpdesk services (focus on incidents, problems, requests and changes) and ensuring proper performance of ITSM processes and maintenance of related evidence (e.g. CMDB).
  • Working closely with IT colleagues from Application delivery (DevOps) departments and IT Office (governance & support), you reflect on business and IT needs for the Helpdesk and oversee the implementation and operation.
  • You develop appropriate IT Helpdesk standards and procedures based on IT strategy, user and partner feedback and technology trends within given boundaries and budgets.
  • You drive changes in Helpdesk solutions and ITSM processes together with external partners.
  • You evaluate Helpdesk services and ITSM processes and assess the maturity and compliance levels to identify potential improvements leading to better capabilities for users and resolvers.
  • Our outsourcing partners usually deliver infrastructure services. Therefore, contract and vendor management, including financial performance control, is part of this job.
  • You must monitor IT services and provide facts-based reports showing reliable IT services.
  • You properly communicate to assure a broader understanding of Helpdesk services and ITSM processes to internal colleagues and external partners.
  • As a trusted advisor in your area, you act as a go-to person for colleagues and actively participate in relevant decision-making bodies.

Your profile:

  • A University degree in Information Technology/Computer Sciences is preferred, although your ability to demonstrate expertise gained in projects and during on-the-job training is essential.
  • Professional track and references in user-facing IT infrastructure services and processes are a plus.
  • Hands-on experience with Helpdesk/ITSM tools, preferably ServiceNow, is a plus.
  • Hands-on experience with Monitoring tools, preferably Splunk, is a plus.
  • Knowledge of ITSM and real-life experience with its implementation in IT service organization, preferably ITIL certified.
  • Project management and other skills are welcome and will be utilized accordingly or aligned with your development plan.
  • Proficiency in both Czech and English is expected.

Your benefits:

  • Training opportunities to develop your specialist skills and interests
  • Five weeks of vacation and 3—5 sick-days
  • Home office and flexible working hours
  • Meal allowance (82 CZK/day)
  • Edenred Cafeteria (27 000 CZK/year)
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