Position Summary: We are seeking a professional to supervise the Service Desk, design IT dashboards, review IT backlogs, and implement nationwide IT solutions—ensuring operational continuity and efficient incident management. Key Responsibilities: 1. Supervise and manage the national IT Service Desk. 2. Design IT dashboards and present improvement actions. 3. Implement solutions that streamline operational tasks within the department. **Company Description** * SGS is a Swiss multinational company and global leader in inspection, verification, testing, analysis, and certification services for products and services, with over 2,600 offices and laboratories worldwide. In Peru, we operate across most economic sectors—including mining, agriculture, and fisheries—forming part of the value chain for their products and services. **Job Description** **Actions \+ Responsibilities:** * Supervise the Service Desk in its entirety. * Design IT dashboards and present them during operational meetings, along with improvement actions derived from indicator analysis. * Review IT backlogs. * Implement Itecuida, delivering nationwide IT support. * Manage first-level IT escalations (delays, prioritization, new requests, inquiries, etc.). * Implement new channels and manage the IT Emergency channel and WhatsApp Chatbot. * Manage nationwide maintenance and mass renewal of laptops, PCs, and printers; license control; and active mobile line management. * Manage and coordinate with vendors regarding service delivery to SGS. * Perform duties similar to those described above, as directed by the employer or hierarchical supervisor, based on organizational needs and requirements. **Expected Outcomes** * Maintain SGS Peru’s IT operational continuity through adherence to SLA agreements. * Ensure efficient incident management and improvements across SGS Peru. * Maintain end-to-end ticket control, ensuring prompt resolution. * Support development of solutions aligned with user needs across various projects. * * Implement solutions that streamline operational tasks within the department. * Ensure effective management of user needs and issues. * Guarantee implementation of additional channels aligned with SGS user needs. * Ensure vendor-provided services meet SGS requirements and optimize performance. * Ensure equipment for tenders, onboarding, and modifications is appropriate and fully equipped with all necessary tools and access rights from Day 1 of employee commencement. * * Maintain a healthy NPS indicator and conduct employee satisfaction surveys regarding IT services. Ensure achievement of departmental objectives within the scope of this position’s responsibilities. * **Cross-functional Requirements:** Comply with the Internal Work Regulations, Integrity Code, Compliance & Business Ethics Program, and Anti-Corruption (Anti-Bribery), Anti-Money Laundering, and Counter-Terrorist Financing Policies. Comply with Quality, Occupational Health and Safety, and Environmental policies, as well as specific departmental objectives. Apply established standards, participate in training, and identify and report potential risks: quality-related risks to ensure traceability and reliability of results; and occupational health and safety risks—to proactively support colleagues and leaders in conducting activities safely and healthily. **Requirements** Graduate in Systems Engineering or related fields. **Additional Information** * Formal payroll registration from Day 1. * Statutory Life Insurance. * EPS Bonus. * Ongoing training opportunities. * Corporate partnership benefits.
María García
Indeed · HR
María García
Indeed · HR
