The WSM Technician’s primary focus is to provide onsite support for desktop management, asset management and physical support for other IT equipment including servers, switches, printers, cabling etc.

The majority of Maersk Line IT services will be provided remotely, including software distribution and packaging, monitoring and infrastructure services, desktop and server patching, storage services, backup, restore and archiving. The WSM Technician will be responsible for fulfilling those services which require physical onsite presence, and assisting the remote support teams.

The Global Service Desk (GSC) will be the single point of contact for all user requests and incident reporting. This global standard support process will drive the workload and priorities of the WSM Technician who will be responsible for actioning those requests for services which are assigned to them and for meeting agreed service levels.

Additional responsibilities include acting as a local project co-ordinator for hardware/software updates and rollouts, country cluster and/or regional infrastructure consolidation activities (driven at regional or global level) and support for other technical projects.

As part of the Account Management team, it will be important that the WSM Technician establishes good working relationship with the Maersk Line business and other APMM Business Units where these are supported, and provides best in class customer service within the framework of Maersk Line IT processes, standards and architecture. They will communicate and help bed-in locally ML’s IT standards and strategies relating to local IT support.

Because of the continuous nature of change within the Maersk Line organisation, the WSM Technician may find himself/herself in situations where service improvement is required or tasks fall outside of the specific role of workspace management. In such cases the WSM Technician should take a practical approach to a solution which upholds and reinforces standard processes, minimises impact to the business and ensures that any lessons learned are incorporated into subsequent process and service improvement.

Specific Responsibilities:

Work space Management

• Provide onsite support to Maersk Line and other APMM Business Units (as appropriate) for incidents that are assigned to the WSM team and/or cannot be resolved remotely
• Desktop management
• Install / Move / Add / Change / Decommission support for IT equipment (PCs, Laptops, Printers, Servers)
• Support and advice for Facilities Management/Office Services regarding office move planning
• Support Hardware and Software asset management/tracking/auditing for devices not connected to the network and according to Maersk Line global processes
• LAN cabling troubleshooting
• On-call support for critical incidents outside of normal business hours and emergency situations as part of Business Continuity Plan requirements
• Support for other locations/offices as appropriate (geographical scope for service coverage to be confirmed – this will require some travel)
• Ensure that Maersk Line IT standard processes are followed for services provided
• Provide a best in class service to our business customers.
• Provide VIP support to selective customers as per SLA and agreement
• Procure requested hardware according to Maersk purchasing procedures
• Support general OS/MS Office/other application running problems or corruptions
• Act as local project co-ordinator for hardware/software upgrades, country cluster and/or regional consolidation activities and other agreed technical projects.
• Together with the Technical Operations / Service Manager for the Region, assist with the resolution of 2nd level escalations as part of the standard escalation process.
• Assist the Maersk Line IT and business customers in identifying shortfalls in service delivery and implementing improvements or short term workarounds for same

Vendor Liaison
• Coordinate with hardware vendors in case of hardware failures or upgrades (PCs, Laptops, Printers, Telephony) and manage through to resolution
• Management of equipment servicing through Maersk appointed vendors
• Close liaison with Global Service Desk (GSC), GCC and other Centre and/or remote IT support groups

Key Performance Indicators:
• Voice of the Customer
• Minimize escalations
• Tickets to be resolved within SLA

Technical skills:
• Thorough knowledge of Microsoft Windows Operating Systems (XP)
• Thorough knowledge of APMM / Maersk Line standard desktop software including MS Office, Exchange/Outlook, IBM Personal Communications, MCS front-end etc.
• PC hardware and peripheral troubleshooting skills (including IP printers)
• Basic server and network troubleshooting skills
• Knowledge of File and Print services
• Knowledge of Active Directory
• APMM / Maersk Line IT global architecture framework and standards
• Maersk Line IT processes and organisation
• ML Business awareness
• Change management awareness
• Risk Management awareness
• Understanding of basic Service Delivery concepts (ITIL)
• Project co-ordination

Soft skills:
• English language
• Time management
• Effective communication
• People skills
• Customer service
• Initiative