Job Description

Who we are?
At Inchcape Shipping Services, our vision is to have a connected world, in which our customers trade successfully and make better decisions in every port, everywhere. We use technology and our global network to help our partners connect to a smoother, smarter ocean. Inchcape combines its worldwide infrastructure with local expertise through our global network of over 240 proprietary offices, across 60 countries and a team of more than 2,500 committed professionals. Our diverse global customer base includes owners and charterers in the oil, cruise, container, and bulk commodity sectors as well as naval, government and intergovernmental organizations.
We have an ambitious growth model and a career here is certainly going to be a rewarding one that will allow you to bring your skills & experience. We embrace change and are open to new thinking and pushing for positive change in our industry.
Business Need / Purpose of Role
Manage a team of Service Desk technicians in the APAC region. Working hand in hand with the team to support Inchcape Users and resolve all IT issues raised in the region. Working with a team of Regional Service Manager around the world to seek out and improve services delivered to our business unit. Ensuring the daily running of the services such as contract reviews and renewal, hardware and software inventory management and work with the network, infrasture and Application team. Work in a manner that improves the business\xe2\x80\x99 IT experience.
Duties and Responsibilities:

• Manage a team of experience Service Desk Technicians located around the APAC region.
• Plan, supervise and monitor work of Regional Service Desk Team in Asia Pac, ensuring appropriated allocation of resource to guarantee service coverage during peak times and for critical tasks.
• Ensuring morale, discipline and motivation are maintained within the team. Ensuring the team members under your supervision are trained to appropriate competencies.
• Effectively communicating work related information to your regional team ensuring they are abreast of in-flight/scheduled work that may effect users.
• Manage internal & external projects for evaluation and implementation of relevant IT systems.
• Acquire in-depth and up to date knowledge of Inchcape IT systems.
• Assist with the specification, selection and purchase, configuration, installation and commissioning of IT equipment and services.
• Work with at team of regional service manager to cover major incidents, service reviews, co-ordinate activities for global hardware/software releases/refresh.
• Assist/Support other regions to deliver IT initiates.
• Contract and Resource Management.
• Participate in 3rd Party service reviews with feedback on their performance and areas to consider for CSI.
• To provide first and second tier customer support; managing customer expectations providing a \xe2\x80\x9cbest in class\xe2\x80\x9d and consistent suport and customer service.
• To understand Inchcape users business requirements of using several complex IT systems/tools.
• Have a structured approach to triaging and resolving IT issues.
• Maintain regional applications and services.
• Manage assets/inventory in our service desk system and Active Directory.
• Ensuring license standards are met in accordance to Inchcape SOP\xe2\x80\x99s (Standard Operation Procedure).
• Ability to travel at short notice and facilitate site IT support activities as and when required.
• Ensuring resolutions for incidents and service requests meet set SLA targets, taking proactive action where Sla\xe2\x80\x99s may be at risk of breaching.
• Maintain/Updating process and procedure documentation.
• Be an active team member supporting the region, while providing local and remote customer service.
• Carry out your duties in a profession and customer orientated manner at all times.
• Carry out other responsibilities as necessary.

Key Deliverables

• Management of Incidents and Service Requests for Asia Pac ensuring they are resolved/completed within SLA.
• Ensuring daily handovers are completed to a high standard ensuring continuity of support serives.
• Managing Regional/Global Major incidents ensuring process and protocol are adhered to.
• Communication to IT and Business stakeholders.
• Review and renewal of IT contracts.
• Reporting \xe2\x80\x93 use of management information to conduct ticket trending and identifying \xe2\x80\x9cproblems\xe2\x80\x9d
• Providing trending analysis to feed into regional/global Problem management.
• Being aware of the FSC and join the CAB evaluation meeting to highlight any conflicts with regional initiatives.

Knowledge, Skills, and Abilities

• 3-5 years experience of working in an ITIL environment as a team leader.
• Ability to define, document and work with the Global IT processes and procedures.
• Experience of using service / helpdesk application to track and manage calls.
• Be personally well organized, thorough, dependable and professional.
• Able to deal with conflicting priorities.
• Technical skills may include support of: Desktop/servers technology and applications, Active Directory, MS O365

• Able to develop good professional relationships with customers and colleagues.
• Demonstrate a flexible and innovative approach where appropriate.

Education/Experience:

• IT Degree or Certification.
• Basic Management Training.
• English Proficiency: Advanced Level.
• ITIL V3 (minimum) Service Management. - Desirable
• CompTIA A+. - Desirable
• CompTIA N+. - Desirable

Why Inchcape Shipping Services?
We believe in building a diverse and high performing workforce, that works together to provide our customers with the exceptional service they deserve. To reach the highest standards we depend on our people, their welfare, training, and expertise. We realize the value of our staff and know that your unique experiences, skills, and passions will help you to build a rich and rewarding career in our dynamic industry.
Our values are at the center of everything we do, and the successful candidate will be expected to demonstrate and fully adopt these:
Global Perspective - we connect the world and see the bigger picture. The Power of People - we rely on the strength of local agent knowledge and relationships. Progress - we adopt new thinking and push for positive change in our industry.
In return, we will offer you:
A diverse range of benefits, depending on your geographical location. Globally as a minimum you will receive:

• Life assurance
• Healthcare
• Competitive salary
• Career development and progression opportunities
• Values Award celebration events
• Team building days

Plus, much more!
Inchcape Shipping Services is looking for people who are willing to think about the future...and think big. We\'re looking for people who are ready to take on the most significant challenges of their careers.
If you think that you have the right skills, knowledge, and attitude to join our team, then we invite you to apply to this advert!
#ISSthebiggerpicture
Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work documentation depending upon your geographical location.
Inchcape is an Equal Employer and equality; diversity and inclusion are at the center of everything we do. We recognize that our customers, colleagues, contractors, and other partners are central to our success and that we work in a diverse society. We acknowledge not only our legal, but also our moral responsibility to ensure all groups have equality of opportunity.