Desktop Refresh Lead

hace 1 día

Heredia, Costa Rica Experian A tiempo completo

Company Description

Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society.
We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for.
In addition, for the last five years we've been named in the 100 "World's Most Innovative Companies" by Forbes Magazine.
With a focus on our employees, we have been certified for the third time as Great Place To Work (GPTW).
Experian Consumer Information Services is redefining the way our clients do business within all aspects of the customer credit lifecycle.
Fueled by best-in-class data and innovative technology we help businesses make smarter decisions, identify consumers, make decisions on loans, market to prospects and collect.
**Job Description**:
We are looking for an innovative and experienced Desktop Refresh Lead to join our team.
The Global Employee Technology & Operations team is a large, global organization that provides operational End User Desktop support to our internal employees around the globe.
The Global ET&O team consists of Implementation & Engagement, Helpdesk, Field Services, PC Refresh, Asset Management, Desktop Engineering and Campus Support.
The Desktop Refresh Lead will be responsible for the following activities, including but not limited to; Managing the end-to-end process for the Desktop Refresh Program, the creation of required budgets for the global Refresh Program, manage and assign resources to Refresh activities as required, serve as a backup for the Global Director of Employee Technology & Operations as needed for the Refresh Program, and monthly KPIs and SLA reporting.
**Responsibilities**
- Manage the full end-to end process for Desktop Refresh Program
- Create global and regional budgets for Capex and Opex budgets for quarterly, 1-year and 3-year views
- Coordinate with Finance to provide reporting as needed
- Coordinate with Finance both regionally and globally, to obtain budgets for the Refresh activities
- Manage the Refresh Coordinators on priorities, escalations and queries related to refresh
- Report regional, departmental, global progress on weekly, monthly, quarterly and annual reporting
- Escalate issues to Senior Leadership
- Collaborate with hardware vendors to ensure ETA's are understood/met
- Monthly inventory reporting, identifying areas of risks by site and ordering of licenses as needed
- Follow up with End Users to obtain old assets after Refresh activities
- Escalate to Business Partners and Senior Leadership for End Users with unreturned assets
- Report unreturned assets to Finance
- Conduct quality reviews for Refresh tickets and provide feedback, corrective action plans and training to teams
- Create, post and mail communications around Refresh activities including new standards, delays in supply chains, delays related to leadership decisions, etc.
- Ensure Service Provider teams are properly trained on all Refresh policies and procedures and update new processes as they are rolled out
- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved
- Ensure collaboration between Refresh Coordinators and Field Services team

**Qualifications**:
**Qualifications**
- Bachelor's degree in information technology or a minimum of 6 years work experience in an IT Asset Management or Refresh Program-related position
- Superior Customer Service Focus mindset and attitude
- Strong collaboration experience across international teams
- Ability to navigate IT processes outside of SAM/HAM when required and coordinate solutions amongst appropriate teams
- Strong proven Executive Presence required
- ServiceNow knowledge a must
- Superior English language skills (written and verbal)

LI-TV1

Additional Information
**Culture at Experian**

**Our uniqueness is that we truly value yours.
**

Experian's culture, people, and environments are key differentiators.
We take our people's agenda very seriously.
We focus on what truly matters; diversity and inclusion, work/life balance, flexible work, development, engagement, collaboration, wellness, rewards & recognitions, volunteering... the list goes on
Our benefits include: Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.
Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here
- Experian is proud to be an Equal Opportunity and Affirmative Action employer.
Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together.
We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow.
We value the uniqueness of every i

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