Head of End-User Support,PT. AXA Technology Services Asia Indonesia

PT. AXA Technology Services Asia Indonesia

Created on 1 January 2002, AXA Technology Services is a wholly owned subsidiary of the AXA Group, established to provide IT infrastructure services to AXA companies worldwide.  AXA Tech is based in 13 countries with a workforce of over 3,000 employees.  AXA Technology Services serve 53 AXA Group companies in 24 countries in Europe, North America and Asia.  It manages nearly 1 billion euros in IT spending for AXA group.

Head of End-User Support

We are seeking an energetic individual who will be responsible for reporting, measuring, controlling and enhancing the performance of the End user Support team. Should ensure continuous focus in the areas of customer satisfaction, control of service delivery, and timeliness of End User Support reaction. Establish and enforce operational level agreements in consultation with internal delivery teams and external client office and regional service control teams. Establish, monitor and report on key performance indicators of End User Support processes to ensure right level of maturity of process, tool and people training

Candidate must be a strong, decisive, results oriented leader who can develop and manage relationships across the business and with a wide variety of partners based on trust, teamwork and knowledge. The role demands to be the key interface between various business groups and sites in order to manage the overall day to day operations and achieving overall KPI for helpdesk.

The ideal candidate would also be responsible for the following: 

• Provide regular reports on the quality of the service provided by the team and SLA reports to show that targets are being met
• Liaise with various support team managers on a regular basis to ensure a consistency of support processes across the organization
• Provide trend analysis on support calls and assist with incident and problem management
• Manage the development of the support team staff to ensure that they have the right range of skills for their post in order to maintain a quality services.
• Monitor and control all operations activities, schedule, contracts and costing
• Coordinate with various parties on delivery and implementation during various projects and tranistion phases
• Ensure proper documentation of all processes as requested in the contract
• In charge of manpower resources, personnel and HR matters of Onsite Delivery Team and to provide IT operation services
• Create appropriate job / competency briefs for effective recruitment and management of sourcing talent from appropriate sources
• Coordinate and support all workplace related projects
• VIP supports is up to the expected level and regular reviews and feedbacks are analyzed

The successful candidate should possess:

• Bachelor Degree with minimum 5 years of relevant working experience
• Strong IT trouble shooting skills, excellent customer facing, liaising skills and ability to communicate at all level
• In depth knowledge of the ITIL Framework, ITIL certification V3 is preferred
• Excellent command of spoken and written English with excellent documentation skills
• Immediate available would be an added advantage
• Any application submitted by the JobsDB template will NOT be considered

We offer excellent career prospects and attractive remuneration package to the right candidates. Interested parties, please send your detail resume with present and expected salary to sm-at-asia-recruit@axa-tech.com.

If you have any queries on this position, please feel free to contact us through email. All personal data collected will be treated in strict confidence and used solely for recruitment purpose. All applicants’ information will be destroyed after 12 months.