Manager performs the following duties and responsibilities:

1. Registers incidents and events in the Accounting System (ITSM) to reduce downtime and prevent disruptions;
2. Monitors the timely execution of applications, ensures their processing within the established service level agreements (SLA, OLA);
3. Compiles reports evaluating the effectiveness of all services and personnel of the IS department, providing them to the higher management for the analysis of the results of operational activities;
4. Handles incoming phone calls and makes outgoing calls in order to solve user requests;
5. Maintains the ticketing management system, ensures its relevance and optimization for the effective operation of the support service;
6. Analyzes, processes and classifies incoming requests;
7. Maintains and updates all the technical and logical functionality of the ITSM system (ITSM receiving and processing system) and all modules of this system;
8. Provides consulting and methodological assistance on issues within the competence of the Office;
9. Informs the NU community about significant events, incidents and upcoming preventive measures related to the organization's IT infrastructure using e-mail and the Information Services Management System (ITSM system);
10. Registers, analyzes and compiles reports on statistics of phone calls and requests in order to identify trends, common problems and areas requiring improvement within the support service, using the PowerBI tool;
11. Provides data for generating reports evaluating the effectiveness of all services and personnel of the IS department to higher management for analyzing the results of operational activities;
12. Interacts with IS divisions to solve complex technical problems that require escalation and coordination;
13. Coordinates diagnostics and fixes malfunctions and technical problems remotely;
14. Provides face-to-face and remote (via RDP, RMS, AnyDesk, MS Quick Assist, etc.) technical support and provides consulting assistance to end users of the University;
15. Updates and manages the internal and external Knowledge Base, provides relevant and useful information to users and employees of the IS Department;
16. Supports the elements of Artificial Intelligence and Machine Learning to ensure uninterrupted user support for basic queries and requests;
17. Cooperates with divisions of the IS Department within the framework of common projects related to the introduction of new technologies and systems;
18. Participates in the processes of identification, assessment, management, monitoring of risks within the supervised direction
19. Participates in project in order to optimize business processes for the provision of information technology (IT) services, using project management tools such as Microsoft Project, Asana, Jira and others;
20. Searches for candidates who meet the criteria for the vacant position in the process of hiring new Office employees (at recruiting sites Smart recruiters, Headhunter, etc.);
21. Participates in the development and updating of instructions and manuals for new university users and IT staff, helping them to familiarize themselves with systems and procedures;
22. Promptly and efficiently fulfills the instructions of the Chief Information Officer, the Director of the Office and the University management within the framework of his official duties and powers;
23. Fulfills the tasks of the immediate supervisor and the University management in a timely and appropriate manner;
24. Timely and high-quality execution of other orders of the Head and management of the University within the framework of their official duties and powers;
25. Complies with the requirements of the legislation of the Republic of Kazakhstan and internal documents of the University;
26. Performing official duties in good faith;
27. Observes labor and service discipline;
28. Is responsible for ensuring the integrity of official documents, as well as preventing the disclosure or leakage of confidential and business information, as well as restricted access information in accordance with the legislation, the Charter and internal documents of the Employer;
29. In case of dismissal, he is responsible for the timely transfer of all paper documentation, digital information, inventory to another employee at the direction of his direct supervisor (according to the act of acceptance and transfer).

Qualifications

Higher-professional, preferable from the higher education institutions with English language of instruction

Priority specializations:

• computer science or related field;
• information technology management

Work experience

The required work experience is determined in accordance with the standard qualification requirements for administrative positions of the autonomous organization of education “Nazarbayev University”;

Experience supporting users with telephone calls, chat, email and other forms of communication (preferably).

Additional information

Knowledge:

• Knowledge of the legislation of the Republic of Kazakhstan in the field of information and education;
• Knowledge in the field of IT and organization of IT services in accordance with ITSM\ITIL practices;
• Experience in working with information technology management systems and customer service (ITSM);
• Experience with service quality management and user expectations in accordance with SLA, OLA agreements;
• Knowledge of project management methodologies, including, but not limited to, Agile, Waterfall, Scrum, Kanban and other approaches;
• Availability of certificates in the field of IT relevant to the performance of these functions (preferably by ITIL, MTA);
• Ability to present technical information in a user-friendly language;
• Knowledge of PC architecture and ability to configure user peripherals;
• High level of ownership of Microsoft products, including Windows operating systems and the Microsoft 365 platform;
• Knowledge of the basics of networks (basics of construction, network protocols, addressing, network equipment and others) and network diagnostics;
• Knowledge and experience with Active Directory;
• Knowledge of the principles of functioning of artificial intelligence (AI);
• General understanding the principles of operation and configuration of chatbots;

Skills:

• Application software installation skills;
• Skills in using tools for remote management and administration, such as RDP, RMS, AnyDesk, MS Quick Assist and other similar tools;
• Skills in preparing and conducting presentations;
• Analytical abilities;
• Interaction and individual approach to solving operational tasks;
• Proficiency in english, kazakh, russian languages;
• Business correspondence skills in English, Kazakh, Russian;
• Constant desire to develop professional expertise;
• Integrity and ethical behavior;
• Results-orientation and problem-solving;
• Client orientation;
• Critical thinking;
• Developed communication skills;
• Interpersonal skills (verbal and written);
• Skills of building business relationships;
• Ability to work in team;
• Responsibility;
• Systematic thinking;
• Multi-tasking;
• Effective time management;
• Commitment to the goals of the University.