PURPOSE 

To coordinate and ensure timely, efficient delivery of IT support services across the organization and its subsidiaries, ensuring adherence to SLAs, user satisfaction, and alignment with IT policies and procedures.

THE JOB​

• Monitor operations to make sure tickets are addressed in a timely manner, as well as serving as the service-desk liaison to major business-impacting initiatives.
• Responsible for smooth operations, ensures SLAs are being met and service-desk customers are happy with the support they are receiving.
• Responsible not only for the definition of a set of internal processes, policies, controls and operations but also serve a guide to helpdesk agents on their adoption and compliance.
• Participate in activities or oversee a small staff contributing to project work (major incidents, changes, and releases, DRP, ITSM tool implementation).
• Develop and update PC setup and maintenance plan in alignment with the Service Desk manager.
• Ensure that received incidents and service requests are resolved within SLA with the business.
• Ensure maintenance of relevant records and documentation.
• Monitor operational performance proactively and troubleshoot system problems which affects end users and take necessary steps to resolve them.

THE PERSON MUST ​

• Have strong coordination and organizational skills.
• Possess good problem-solving and incident management capability.
• Demonstrate strong communication and stakeholder management skills.
• Be customer-focused with a service-oriented mindset.
• Have good understanding of IT service management processes.

QUALIFICATION

• Bachelor’s degree in Computer Science or a related field, with ITIL Foundation and Microsoft certification.
• Security or Network certifications will be an added advantage.

EXPERIENCE​

• Minimum of 4 years’ relevant experience in IT service delivery or service desk operations.
• Experience supervising support teams and familiarity with tools like ManageEngine is an added advantage.
• Experience in ERP solutions, specifically MS D365 F&O will be an added advantage.