·         Work with regional and global CBS IT support teams to deliver CBS IT Services as defined in the SLA

·         Follow defined IT hardware and software support processes and procedures, including asset management and audit processes

·         Support IT infrastructure projects by attending project meetings, executing assigned tasks and providing status updates

·         Participate in CBS IT vendor relationship meetings to support the management of the vendor service

·         Actively engage with the CBS IT support teams to deliver Customer Service Excellence

·         Work with the regional and global support teams to resolve customer incident tickets for the supported IT services in the region

o    Resolve IT Hardware and Software issues

o    Support Moves, Adds, Changes (MACs) process for IT Hardware and Software

o    Attend daily Client Services status call and monthly Global IT Services functional calls

·         Support IT Project execution

o    Attend project meetings

o    Support project solution design and vendor engagement activities

o    Support configuration, installation and project close out activities

·         Work with the Customer to understand business needs and drive Customer Service Excellence

o    Perform customer education on IT support processes to improve the IT support experience

o    Engage with the customer on IT best practices to improve asset / service utilization to improve efficiency and drive down usage cost

REQUIRED SKILLS & KNOWLEDGE

·         Ability to learn, analyze, and understand business and technical processes

·         Ability to communicate effectively (verbal, written, presentation) to all levels of the organization.

·         Ability to develop strong relationships with key customers in the business and approach every challenge with a customer-centric view.

·         Strong problem solving and analytical skills

·         Effective team work and multi-tasking skills a must

·         Ability to demonstrate leadership in all tasks executed

·         Demonstrate the ability to be Dependable, Passionate, Caring, Agile, Decisive & Driven to Win

·         Background and/or experience in an IT related field (Desktop, Server, LAN/WAN, Telecoms)

·         Experience working within an ITIL framework a plus

·         Project execution

·         Working with cross-functional and global teams

Six Sigma experience a plus

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