IT Service Desk

Service Desk and Incident Management
•            Supervise and coordinate IT service desk operations, ensuring prompt resolution of incidents and service requests according to established SLAs and OLAs.
•            Ensure efficient escalation of unresolved incidents to higher-level support or specialized teams.
•            Maintain a customer-centric approach, ensuring user satisfaction with IT support services.
Service Delivery and Performance Monitoring
•            Monitor service delivery to ensure compliance with SLAs and KPIs, and report on service performance to senior management
•            Analyze trends in incidents and service requests to identify recurring issues and recommend improvements
•            Support continual service improvement initiatives by researching best practices and proposing enhancements to IT services and processes
Governance and Compliance
•            Regularly review and update IT service management processes to ensure efficiency, cost-effectiveness, and compliance with organizational policies and regulatory requirements
•            Oversee the accuracy and maintenance of configuration management databases (CMDB) and related documentation
Change and Problem Management
•            Assist in managing changes to IT systems and services, minimizing disruption, and ensuring smooth transitions
•            Participate in problem management by helping to identify root causes of recurring issues and implementing preventive measures
Resource and Vendor Coordination
•            Assist in budgeting and resource allocation for technical projects and service delivery
•            Support the evaluation and management of external vendors and service providers to ensure service quality and contractual compliance
Team Leadership and Development
•            Lead and mentor service desk and technical support staff, fostering knowledge transfer and professional growth
•            Arrange and deliver training sessions to ensure the team is equipped with up-to-date skills and knowledge
Stakeholder Communication
•            Serve as a liaison between IT, business units, and external partners to ensure alignment of IT services with business needs
•            Communicate service status, changes, and incidents effectively to stakeholders