Job Responsibilities : Â
â¢Will be the single point of contact for users when there is a service disruption, for service requests, and for some categories of request for change.
â¢To provide a point of communication with the users and a point of coordination for several IT groups and processes.
â¢To enable the service desk to perform these actions effectively and driving the efficiency and effectiveness of the incident management process.
â¢Producing management information, including KPIs and reports
â¢Monitoring the effectiveness of incident management and making recommendations for improvement
â¢Developing and maintaining the incident management system
â¢Driving, developing, managing and maintaining the major incident process and associated procedures
â¢Reviewing and auditing the process
â¢Ensuring that all IT teams follow the incident management process for every incident
â¢Ensuring that service interruptions & major incidents are managed in line with agreed processes, contractual service levels / KPIs, resulting in the restoration of normal service quickly, efficiently and professionally, with minimal impact to customer service.
â¢Ensure that incidents are managed to resolution following agreed incident management processes, working with resolving teams (primarily although not exclusively outsourced) to meet or exceed service levels / KPIs.
Job Qualifications : Â
â¢Candidate must possess at least a Bachelor's / College Degree, Computer Engineering, Computer Science / Information Technology or equivalent
â¢ At least 1 year work experience in Helpdesk Level 1 Â
â¢Knowledge / Experience of hardware and networking
â¢Knowledge / Experience in supporting Windows and Linux
â¢Excellent communication skills and documentation skills
â¢Willing to work shifting schedules