DepartmentIT PositionIT Senior Service Delivery Officer LocationReko Diq SITE – Balochistan Qualification
Bachelor’s degree preferred.
CCNA, O365, ITIL certification will be preferred
Experience
Minimum 4-5 years of relevant experience.
Requirements
English language proficiency is required with good communication, interpersonal and pressure handling skills.
Strong understanding of IT systems, applications, and network infrastructure.
Proficiency in system monitoring and resource utilization analysis.
Familiarity with asset management systems and warranty transaction processes.
Experience in managing IT incidents and service requests using ITSM practices.
Ability to analyze complex technical problems, identify root causes, and implement effective solutions.
Capacity to track trends and monitor systems to anticipate and address issues proactively.
Ability to manage multiple incidents, service requests, and system changes simultaneously.
Strong analytical and troubleshooting abilities, with a focus on resolving issues quickly and efficiently.
Responsibilities
Provide IT Support to RDMC users.
Provide technical assistance to end users on IT systems and applications, troubleshooting issues and answering queries.
Monitor system capacity and resource utilization, identifying potential bottlenecks and proactively addressing them.
Assist in warranty transaction of IT equipment and maintain IT Assets/Equipment database.
Documents, tracks and monitors the problem to ensure a timely resolution.
Investigate, diagnose, and resolve IT incidents promptly, escalating issues as necessary, and updating users on progress.
Identifies, researches, and resolves technical problems and assist in development and enhancement of IT systems.
Coordinate and manage changes to IT systems, including testing, communication, and implementation, to minimize disruption.
Strong understanding ITSM frameworks like ITIL to manage and improve service delivery.
Developing and conducting training for users and newly hired staff.
Analytical skills to identify trends and root causes of issues.
In addition to all specific tasks mentioned above, he/she should be able to perform any other helpdesk function that may be required by the company from time to time.
Proven experience in managing incidents, service requests, and changes.
