Coordinate with other IT teams to ensure seamless service delivery and resolution of issues.
Ensure that all IT incident and service requests are handled according to agreed procedures and ensure that documentation of the supported components is available and in an appropriate form for the IT specialist team.
Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services ensuring that such problems are fully documented within the relevant system(s).
Provide Feedback to IT management about the system related issues faced by the business users to improve the performance.
Provide recommendations for continuous improvement based on regular assessments.
Identify opportunities for service improvements based on feedback, performance data, and industry best practices.
Handle and lead the communication for all level 1 support tickets with other departments and make sure logs and reports are provided as per the policy
Help all employees to clearly understand why certain policies are in place, as well as helping to train them in information security
Act as the primary point of contact for client inquiries, escalations, and feedback.
Understand client requirements and expectations to tailor service delivery accordingly
Conduct regular meetings with clients to review service performance and identify areas for improvement.
Requirements:
Bachelor’s degree in Information Technology, computer science or related field is the minimum requirements for this position
ITIL certified
CCNA and MCP
Minimum 2 years in IT Service Delivery Role
Strong understanding of IT service management frameworks such as ITIL.
Strong understanding Microsoft Operating Systems, Microsoft Software and other client-based applications.
Ability to adapt to a fast-paced, dynamic work environment and manage multiple priorities effectively.
