IT Workstation and Logistics Technician

• Technical Engineering/ Degree in Computer Science or similar.
• Current ITIL / PMP certifications.
• Requirements
• • Experience in outsourced workplace support services.
  • Experience in on-site user support services and support for critical users (Senior Management).
  • Experience in workplace management solutions (SCCM - Intune)
  • Hardware homologation processes.
  • Expert in logistics and hardware distribution processes on a national scale.
  • Budget management and invoicing exceeding 2 million euros.
  • Development and documentary management of your management area.
  • Experience in meeting room technologies and associated hardware/software.
  • Advanced office automation.
  • Intermediate English level.
  • ITSM ServiceNow. Creation and operation of dashboards.

• More than 10 years of experience in the management of support services and User Support.
• Experience in hardware deployments on a national scale. Reverse logistics and reuse processes.
• Budgetary control and invoicing at the project and acquisition level.
• Knowledge of workplace hardware (all devices), repair services, and device life cycles.
• Technological knowledge at the level of Microsoft technologies associated with the workplace.
• Implementation of support processes, monitoring dashboards, and service level indicators (SLAs).
• Development of technical procedures and implementation in ITSM.
• End-to-end tender development and management. (RFP development, process monitoring, startup of new services)
• Coordination of internal and external teams. Service monitoring models.
• Desirable
• • Definition of hardening and patching policies in production environments.
  • Antivirus and workplace security solutions.

Depending on the User Support area, your mission will be the control and monitoring of the on-site support activity carried out in the group's corporate buildings.

You will be responsible for hardware acquisition processes and for ensuring the correct execution of the processes that define its life cycle (homologation, acquisition, configuration, deployment, and retirement). You will be in charge of asset management, ensuring the correct updating of its status in santalucia's information systems.

You will contribute your knowledge to the evolution of support services, developing and implementing new processes that allow us to reduce response times and increase perceived quality. You will provide your strategic vision for the evolution of services, prioritizing initiatives to be executed internally or externally.

Likewise, it will participate in Transformation Plan projects as a Project Lead, IT Lead, or support resource.

• Assume responsibility for compliance with the processes and procedures established by Santalucia.
• Service Definition and Improvement: You must clearly define service requirements, identify opportunities to improve efficiency, quality, and user satisfaction, as well as implement continuous improvement practices and processes in the different managed services.
• Detect the training needs of your area and the training areas of the personnel providing the services.
• Propose improvement plans that result in greater effectiveness of the support services provided.
• Ensure compliance with the established SLAs for the services and take the necessary measures for their fulfillment.
• Security: Guarantee the implementation of the security measures and policies defined by the company, and participate in risk assessments and security audits if required.
• Budgetary control and invoicing for the area.
• Ensure the correct capacity of the internal support areas, both in BAU activities and those dedicated to the Transformation Plan.
• Vendor Management: You will be responsible for managing the vendor that provides us with the services under your responsibility. You must guarantee that the requirements and standards established by the company are met in different areas such as Security, policy compliance, establishment and execution of IT controls, documentation, etc...
  • You will be responsible for drafting tenders and managing procurement processes (offer, defense, and award) in coordination with the corporate purchasing area.
• Project Execution: You must manage the execution of internal projects related to systems within your scope of action and provide support to other Santalucia areas and departments in projects where your knowledge within your scope is required.
• Development of reports and presentations for management regarding the services provided.

• Analytical skills
• Conflict resolution
• Change management
• Collaboration and Initiative
• Goal-oriented
• Communication skills and flexibility
• Quality of service
• Management of internal and external personnel