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Service Management

Job Description

Role Purpose:

To provide support of ITIL Processes and business users which includes Service Desk, End user support, hardware and software provisioning and batch process include all ITIL functions in order to support the day-to-day business operations within the agreed KPI and SLA.

Key Accountabilities:

1- IT Service Management;

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
Run daily night batch process for Caesar application
Ensure backup system is executed as per daily schedule