Wellspring International Bilingual School 3.1 ★

Service Delivery
Ensure service delivery by established service level agreements.
Program the schedule of operational tasks to ensure stable and secure applications and IT infrastructure.
Manage the costs and budget according to internal procedures and external constraints.
Identify the optimum number of people required to resource the operational management of the IS infrastructure.
User Support
Manage the support process and is accountable for ensuring the operation meets agreed service levels.
Plan resourcing of the service desk to meet defined service levels.
Develop customer support policies, procedures, and standards.
Ensure rigorous application of information security/information assurance policies, principles, and practices in delivering customer support services.
Monitor solutions outcomes and customer satisfaction.
Problem Management
Provide leadership and be accountable for the problem management process.
Schedule and ensure well-trained people, tools, and diagnostic equipment are available to manage emergency incidents.
Monitor the progress of issues through the cycle and communicate effectively.
Deploy a knowledge system based on the recurrence of common errors.
Demonstrate a depth of expertise to anticipate critical component failure and make provision for recovery with minimum downtime.
Construct escalation procedures to ensure appropriate resources can be applied to each incident.
Best Practice Processes, Tools and Methods
Identify and lead the introduction of relevant best practice processes, tools, and models.
Promote the adoption of best practice processes, tools, and models.
Provide advice, coaching, and technical support to embed best practice processes, tools, and models.
Evaluate the effectiveness of best practice processes, tools, and models in specialism.
Communication and knowledge sharing
Convey complex messages and issues clearly and credibly.
Use a mix of communication methods to promote shared understanding across diverse audiences.
Use persuasive logic to win support or change views.
Deliver complex/unpopular messages with clarity and diplomacy.
Leadership and Teamwork
Build commitment to a shared vision for delivering excellent customer service.
Support others to make decisions independently and take the lead in their expertise.
Win through your performance, trust, and support for your leadership.
Create an environment where team members consistently push to improve performance and productivity.
Recognize shared objectives and priorities and work cooperatively with colleagues to achieve them, putting them before personal preferences and goals.