Job Description

Administrative Responsibilities

Follow all relevant policies, processes, and standard operating procedures so that work is carried out in a controlled and consistent manner.

Facilitate knowledge transfer efforts related to different job activities to junior staff and ensure know-how and expertise is passed on to qualified candidates.

Functional Responsibilities

Monitor and analyze service performance metrics and key performance indicators (KPIs) to identify trends, patterns, and areas for improvement.

Investigate and analyze service-related incidents and problems, working closely with technical support teams to identify root causes and implement corrective actions.

Generate reports and provide regular updates on service performance, incident trends, and problem resolution progress to stakeholders and management.

Collaborate with cross-functional teams, such as incident management, change management, and service desk, to ensure the effective coordination and execution of service management processes.

Contribute to the development and improvement of service management tools, systems, and processes to enhance efficiency and accuracy in monitoring and reporting.

Maintain accurate and up-to-date documentation of service control procedures, incident reports, and resolutions, ensuring comprehensive knowledge base and documentation for future reference and analysis.

Academic & Professional Qualifications

Bachelors degree in Computer Science, Information Systems, Engineering, or equivalent.

Experience

2-3 years of experience in information technology or a similar field.

Skills and Requirements

Analytical skills to analyze service-related data and metrics.

Knowledge of service control processes and procedures.

Ability to identify trends and recommend improvements for service delivery.

Basic understanding of enterprise technologies including Data Centres, Microsoft, and Cisco environments