Job Description
This role is a hands-on support/management, the individual should be capable of assisting the team and leading by example. Experienced in support services delivery from SaaS/Cloud based services through standards and policies. Sets processes for the selection and evaluation of personal computing devices, mobile devices and tablets, and is responsible for overall asset management and tracking of all IT personal computing devices own by the company.
The Global Service Desk team provides employees with quality support, and personalized training.
Our concierge-style service empowers our customers to leverage technology to work more effectively
Job Description
Creative Artists Agency (CAA), is the world's leading full service entertainment, media, and sports agency. We represent many of the most successful professionals working in television, film, music, theatre, video games, sports, and digital content. We also provide a range of strategic and marketing consulting services to corporate clients.
Responsibilities
• Assist in design and implementation of customer service processes and procedures for the IT service desk.
• Define, implement and report appropriate metrics that measure the effectiveness and quality of the Service Desk.
• Directs problem management activities including the review of recurring incidents and patterns, identifying root-cause and executing remediation/resolution tasks in conjunction with involved third party partners as required.
• Adopts project management methodologies on assignments to insure a standard approach to delivery of services in accordance with goals and objectives agreed upon with customer and IT senior management.
• Coordinate with the team to implementation of new or enhanced existing standards, processes and procedures for services defined within the IT service catalog using industry best practices and considering business needs.
• Manage and review staff scheduling to insure optimal Service Desk coverage during business hours.
• Manage the Service Desk team members including participating on performance reviews, goal setting, promotions, hiring and disciplinary responsibilities.
• Control company property by maintaining an accurate asset list of all personal computing assets in use throughout the company.
Required Capabilities
• Administrative record keeping and management reporting of IT metrics and compliance controls.
• Maintain technical and business acumen, and attend conferences and seminars to maintain knowledge of hardware and software, and management techniques.
• Participate in on-call rotation if necessary to ensure restoration of IT services in the event of critical failures.
Desired Capabilities
• Experience with MS Office
• ServiceNow Experience
• Mac and PC Knowledge
Environment
CAA is the world's leading entertainment agency, named one of the ''most innovative companies in entertainment'' by Fast Company magazine. We have a service-oriented collaborative environment where teamwork and care and helping others to succeed are highly valued.
CAA maintains a fully-vaccinated environment, for the safety and health of employees and guests, to the extent allowed by local law. Where permitted, all CAA employees will be required to be fully vaccinated against COVID-19 (including any waiting periods) and provide approved documentation when: 1) working in or visiting any CAA office; 2) attending any CAA company events, whether in the office or not; or 3) meeting with clients at any location. CAA also expects that all employees will take responsibility for maintaining optimal vaccine levels; for instance, this may include receiving boosters for which they are eligible. If you are unable to get a vaccine due to a medical condition, disability, or a religious belief, CAA will consider your accommodation request. The Company's policies in this regard may be updated from time to time, as pandemic/endemic conditions and local laws evolve.
The Company also complies with the Americans with Disabilities Act and applicable state and local laws with regard to providing reasonable accommodation for qualified individuals with disabilities.
CAA maintains a fully-vaccinated environment, for the safety and health of employees and guests, to the extent allowed by local law. Where permitted, all CAA employees will be required to be fully vaccinated against COVID-19 (including any waiting periods) and provide approved documentation when: 1) working in or visiting any CAA office; 2) attending any CAA company events, whether in the office or not; or 3) meeting with clients at any location. CAA also expects that all employees will take responsibility for maintaining optimal vaccine levels; for instance, this may include receiving boosters for which they are eligible. If you are unable to get a vaccine due to a medical condition, disability, or a religious belief, CAA will consider your accommodation request. The Company's policies in this regard may be updated from time to time, as pandemic/endemic conditions and local laws evolve.
Jobcode: Reference SBJ-gqq4j1-44-204-24-82-42 in your application.