PURPOSE OF THE ROLE

To provide an effective, professional and customer focused ICT Service Desk service ensuring that all incidents, requests and queries are captured and progressed swiftly to meet customer needs and expectations as agreed in the Service Level Agreement with business. The ICT Service Desk is the first point of contact for all staff.

MAIN JOB RESPONSIBILITIES

• Provide an efficient single point of customer contact with ICT regarding incidents and service requests through the available communication channels (phone, email, call management systems).
• Deliver first line ICT support services such as password resets, user accounts locking/unlocking, process and general inquiries.
• Respond to system warning alerts and check monitoring tools for service issues
• Consolidate and share availability, incident, problem, and change reports, among others
• Ensure that all reported or identified incidents and service requests are logged into the relevant call management systems, well categorized, prioritized and assigned to the correct resolver teams both internal and external.
• Alert the business and other relevant stakeholders of high impact incidents through service exceptions and related reports
• Solicit for feedback and completion estimates from resolver groups and provide regular updates to customers regarding incidents and service requests.
• Identify and escalate approaching or crystallized SLA breaches regarding logged incidents and service requests.
• Ensure all relevant service desk processes and procedures are up to date, identifying process improvements where possible.
• Record, categorize, monitor and resolve incidents and service requests to ensure that operational problems are resolved as quickly as possible, reducing their impact on service delivery.
• Analyze trends, investigate recurring incidents, evaluate and produce documented resolutions, to prevent future problems which ultimately impact on BRAC front-line service delivery.

REQUIRED QUALIFICATIONS AND SKILLS

• Bachelor’s degree in IT, Computer Science or related fields.
• A minimum of 2 years’ experience
• ITIL V3 Foundation.

KNOWLEDGE, EXPERIENCE & COMPETENCIES

• High levels of customer care
• Knowledge of SLA’s and working to deadlines
• Knowledge of IT Infrastructure Library (ITIL) processes and procedures
• High degree of problem-solving and analytical skills to be able to restore service as quickly as possible.
• Interpersonal skills
• Ability to work in a multidimensional/multicultural setting
• Good communication skills
• Decisive with strength of character.
• Ability to remain calm in the face of major pressure/incidents.
• Understanding of principles of service levels, availability and capacity plans
• Ability to learn technical concepts quickly.

• Provide an efficient single point of customer contact with ICT regarding incidents and service requests through the available communication channels (phone, email, call management systems).
• Deliver first line ICT support services such as password resets, user accounts locking/unlocking, process and general inquiries.
• Respond to system warning alerts and check monitoring tools for service issues
• Consolidate and share availability, incident, problem, and change reports, among others
• Ensure that all reported or identified incidents and service requests are logged into the relevant call management systems, well categorized, prioritized and assigned to the correct resolver teams both internal and external.
• Alert the business and other relevant stakeholders of high impact incidents through service exceptions and related reports
• Solicit for feedback and completion estimates from resolver groups and provide regular updates to customers regarding incidents and service requests.
• Identify and escalate approaching or crystallized SLA breaches regarding logged incidents and service requests.
• Ensure all relevant service desk processes and procedures are up to date, identifying process improvements where possible.
• Record, categorize, monitor and resolve incidents and service requests to ensure that operational problems are resolved as quickly as possible, reducing their impact on service delivery.
• Analyze trends, investigate recurring incidents, evaluate and produce documented resolutions, to prevent future problems which ultimately impact on BRAC front-line service delivery.

• High levels of customer care
• Knowledge of SLA’s and working to deadlines
• Knowledge of IT Infrastructure Library (ITIL) processes and procedures
• High degree of problem-solving and analytical skills to be able to restore service as quickly as possible.
• Interpersonal skills
• Ability to work in a multidimensional/multicultural setting
• Good communication skills
• Decisive with strength of character.
• Ability to remain calm in the face of major pressure/incidents.
• Understanding of principles of service levels, availability and capacity plans
• Ability to learn technical concepts quickly.

• Bachelor’s degree in IT, Computer Science or related fields.
• ITIL V3 Foundation.