At First Quantum, we free the talent of our people by taking a very different approach which is underpinned by a very different, very definite culture – the “First Quantum Way”.
Working with us is not like working anywhere else, which is why we recruit people who will take a bolder, smarter approach to spot opportunities, solve problems and deliver results.
Our culture is all about encouraging you to think independently and to challenge convention to deliver the best result. That’s how we continue to achieve extraordinary things in extraordinary locations.
Job description:
Purpose of the role:
The overall purpose of this team is to shape, develop and mature the Group IT approach to service management, supplier management and financial budgeting and control. Reporting to the Head of Commercial and Service Management within Group IT, the IT Service Management Lead has particular responsibility for Global Administration of the Global Service Management Application – Manage Engine Service Desk Plus. In addition, they are responsible for the development and progression of Service Management processes in consultation with other IT partners within the business.
Key Responsibilities:
IT Service Desk Administrator – ServiceDesk Plus Application
ServiceDesk Plus is the FQM Service Management tool of choice. It is owned at a Global level by Group IT, and used by approximately 200 Technicians around the globe who provide local Service Management to Offices and Mine Sites. Each location has different capabilities and needs and it is critical that the development of the tool takes these local requirements into account.
To be the Global Administrator for ServiceDesk Plus.
Conduct thorough review of current configuration of ServiceDesk Plus, identify inefficiencies and scope for improvement, plan and implement changes in consultation with IT partners within the business who use the application, and in line with change management processes.
Review existing processes, and establish understanding of requirements in the use of ServiceDesk Plus, produce plan and implement new processes and policies to reduce inefficiencies, drive improvements and adoption by IT partners in the business.
Extend the use of ServiceDesk Plus through:
Clarity on the use of Requests and Problems.
Introduction of CMDB.
Extend the use of templates and workflows.
Extend the use of Automation.
Systemisation of a Service Catalogue.
Introduction of a User Portal to request Service Catalogue items.
In addition to the administration and development of the ServiceDesk Plus tool, there are a number of daily activities which this role will be expected to participate in – whether as a core part of the role, or when eg. holiday cover is required for other members of the team. These activities include, but are not limited to:
Manage tickets raised in service management queue, prioritise and determine whether new tickets are incidents or service requests.
Provide responses to incoming tickets, keep colleagues informed of progress and escalate where required.
Monitor tickets, assign to relevant teams, follow up to ensure expedient resolution.
Manage group level asset registry, including end user computing and infrastructure hardware.
Maintain IT asset lifecycle management process for corporate office locations, and ensure inventory remains up to date and accurate.
Manage hardware purchases for corporate office locations.
Compose and circulate clear and concise communications via UK IT service desk, aligning with relevant Group IT teams to distribute updates relevant to the business.
Communicate planned and emergency changes to relevant team members; including updates relating to P1 Incidents.
Maintain vendor records, ensure contact information is accurate.
Manage end to end procurement process, obtain quotes, raise orders, track delivery, receive goods and services on internal systems, process associated invoices for payment, close POs, track status of all open POs.
Applications Skillset
Manage Engine Service Desk Plus.
Microsoft Excel and Word.
Familiarity with ERP systems – eg. SAP, JDE, etc. is beneficial.
Qualifications Required:
Experience & Skills Required:
Experience as an Administrator of ServiceDesk Plus is essential.
Previous experience with Purchase-to-Pay processes – specifically, purchase order and invoice creation and approvals processes is beneficial.
Behavioural Traits Required:
Outgoing and comfortable with engaging with all levels of a large multi-national organisation.
Able to influence IT partners in the business towards a common model of Service Management.
Business benefit and outcome driven.
Commercially astute and value-for-money driven.
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