Responsible for leading implementation and sustaining IT service management framework leveraging on process optimization and technological expertise to deliver exceptional support, minimize downtime, and empower business success through overall customer satisfaction.
Ensures user satisfaction and maintains efficient IT operations.
Responsible for IT customer service to meet 95% score on Group SLA targets.
Implements and sustains ISO/IEC20000 IT Service Management Standard for the Group.
Troubleshoots and resolves a variety of user issues related to business application software, hardware, network connectivity and other IT functionalities.
Responsible for Knowledge Base and Documentation.
Responsible for Data and Reporting .
Leads group security information and event management (SIEM)
QUALIFICATIONS AND COMPETENCIES
Bachelor's degree in IT or a related field
Minimum of 3 years of experience in a technical support role or related field
Proficiency in using ticketing systems and other relevant IT support tools
Possesses any of these technical certifications:
Microsoft Azure Certification
Cisco Certification
ERP support
SOPHOS Certified Engineer
ITIL or ISO/IEC20000 IT Service Management
Effective communication and interpersonal skills, both written and verbal.
Ability to work independently and as part of a team.
Customer service orientation with a commitment to user satisfaction.
24/7 availability concept
Proven track record demonstrating individual’s ability to maintain sound relationships with a diverse group of stakeholders as well as being able to effectively lead a team of semi – skilled artisans