Department Description

We are pleased to announce the following opportunity in Service Management Department within Technology Division.   In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Brief Description

Reporting to the IT Service Desk Manager, the position holder will provide first line user support and ensure service requests from internal users are fulfilled within defined OLAs, SLAs and ensure timely service delivery.

Key Responsibilities 

• Address and deliver requested services and assist with general information or customer complaints within defined timelines.
• Quality resolution of request fulfillment as per SLA.
• Manage escalations from customers and ensure feedback is provided within defined timelines.
• Provide performance reports and identify gaps aimed at improving services.
• Document and review quarterly the processes, procedures and work instructions for Internal User Service Requests.
• Participate in Projects implementation. Support automation initiatives within the function.
• Documentation of work instructions for the repository and request fulfillment policy implementation to enhance simplicity and speed.
• Improve Service Desk support delivery and liaise with other sections / departments in the delivery of support services as well as maintain good working relations between the team and all stakeholders

Qualifications 

• Degree in Computer Science or Information Technology related course.
• Work experience of 2-3 years in a Service Desk or End User Support environment.
• Knowledge of ITIL framework and service management principles: ITIL Foundation Certification.
• Cisco: CCNA
• Microsoft: MCSE
• A+/N+ Certification-Hardware & Software.
• Project Management Experience/qualification
• Excellent technical troubleshooting skills
• Flexibility and adaptability to changing technologies and work environments.
• Effective communication and customer handling skills.
• Ability to work well under pressure and meet deadlines.
• Attention to detail and accuracy in documentation and reporting.
• Familiarity with remote desktop support tools and techniques
• Commitment to continuous learning and professional development
• Basic experience with automation tools and programming language(s) is an added advantage