Required skills

Languages: English

Job description

– Maintain ITIL process (Incident Management, Service Management, Service Catalogue, IT Assets and Knowledge Management)

– Adhere ITIL best practice.

– Answer inbound calls to the IT Service hotline within agreed KPI

– Log and create service desk ticket for issues and fulfillment and ensure ticket are assigned and categorized properly

– Update the knowledge database for new resolutions discovered

– Make sure that service level agreements (SLAs) and operational level agreements (OLAs) are in place with both external and internal teams.

– Maintain the IT Assets Management (All End users related assets).

– Providing a single point of contact for IT Service Management across all IT functions

– Ensure that the CMDB is managed an maintained with the highest degree of accuracy

– Maintain accurate inventory of hardware, software, and other relevant technological tools

– Excellent communication skills that allow them to explain technical problems

– Troubleshoot hardware, software, and network issues.

– Ensure that user requests and concerns are recorded, affirmed, and categorized for further handling.

– Perform remote troubleshooting through diagnostic techniques and pertinent questions.

– Utilize imaging and software library to deploy systems reimage and migrate data as needed

– Document, track and monitor client incidents and requests in ticketing system to ensure timely and accurate resolution

– Create help manuals for existing and new programs and End-user Training

– Ensure backup system is executed as per daily schedule

Found on linnk.com