Job Description
Role Purpose:
To ensure the effective delivery and support of ITIL processes and services, covering all ITIL functions to guarantee smooth day-to-day business operations within the defined KPIs and SLAs.
Key Accountabilities:
1- Service Management process, & IT Service Management Projects;
- Manage incoming service requests and incidents through the ITSM tool.
- Coordinate with technical teams to ensure incidents are resolved within agreed timelines.
- Record, update, and close service tickets accurately with clear and detailed documentation
- Communicate effectively with end users, providing regular updates and guidance on their requests or incidents.
2- Availability Management;
- Provide on-demand support for urgent router configuration requirements.
- Conduct scheduled monthly and quarterly review sessions.
- Perform site visits as required.
- Ensure timely reporting and closure of assigned tasks.
- Response Time: Immediate response for critical incidents; adherence to agreed SLAs for standard activities.
- On-call Rotation: Participate in an on-call schedule, if applicable, to ensure continuous and uninterrupted support.
3- Network & Operational Tasks;
- Strong understanding of wireless security protocols, including WPA2 and WPA3, as well as SSID configuration and MAC filtering.
- Proficient documentation skills with hands-on experience using Excel.
4- Asset Management;
- Monitor software utilization to ensure compliance with licensing agreements.
- Ensure all IT assets are correctly tagged and accurately recorded in the asset management system.
- Maintain up-to-date records of warranties, service contracts, and support agreements.
5- Service Management process, & IT Service Management Projects;
- Manage incoming service requests and incidents through the ITSM tool.
- Coordinate with technical teams to ensure incidents are resolved within agreed timelines.
- Record, update, and close service tickets accurately with clear and detailed documentation
- Communicate effectively with end users, providing regular updates and guidance on their requests or incidents.
Skills
- Basic understanding of IT Service Management (ITSM) concepts and service ticketing systems
- Communication Skills
- Time management and organization skills
Education
Bachelor's degree in Computer Science, Information Technology or related field
