Background

IT Service Support Specialist (1 Position)

Reporting to IT Service Delivery Manager, the role holder will be responsible for supervising the day-to-day activities of the Service Desk function and manage quality of IT Service Delivery by the BT Operations support team members.

The role will support performance reporting of the service desk and as well of all IT Service Partners and work closely with IT Service Delivery Manager to monitor and guide all Service support staff towards meeting the Service delivery SLA targets agreed with business.

Responsibilities

• Supervising the IT Service Desk Analysts and IT Support teams.
• IT Service Desk Performance
• Supports the Banks Service Management tool.
• Manage the IT service delivery tools (ITSM).
• Overseeing Problem and change management tasks at the IT Service support function.
• Logging, categorizing, prioritizing & assigning support for all IT incidents, service requests, and Problems.
• Ensuring systems stability during IT Services Transition.
• Performance Management of both internal and external IT Service providers.
• Supporting Continual Improvement for IT Services.
• Enhance/increase IT service level success.
• Drive customer-oriented processes and service value in IT.
• Dependable IT service lifecycle Management.
• Manage the SLA between IT and Business by ensuring that all IT services are measured and managed to achieve agreed SLA targets.

Qualifications and Experience

• Minimum of a Bachelor’s Degree in Computer Science, IT, Engineering or other numerical biased field from a reputable university or college.
• Certification in ITILv4.0+ expert training.
• Any other IT certification.
• Minimum 2+ years technical experience supporting IT Service desk in medium to large organizations.
• Broad knowledge and experience of ICT systems management.
• Ability to troubleshoot and resolve simple network problems, install and operate Operating systems and maintain IT documentation.
• Exceptional oral and written communication skills with the ability to communicate clearly and persuasively, interpret documents, understand procedures, write reports and correspondence; speak clearly to third parties and employees.
• Able and willing to solve complex analytical challenges, independently analyze information; and make recommendations based on analysis.
• Self-motivated team player with the ability to adapt and work co-operatively and effectively in different situations and teams to carry out assigned tasks maintain a positive attitude under stress conditions.
• Disposition to share knowledge fully and willingly with other employees in the interest of the organization.
• Clear knowledge of IT Service Management best practices and frameworks.
• Good Technology Troubleshooting skills.
• Active Listening.
• Planning and Organization.
• Critical Judgement and Decision-Making.
• Strategic Perspective – Establish priorities, challenging goals and measurements consistent with these goals and organizational vision.
• Critical Judgement and Decision-Making – Define issues and focus on achieving workable solutions to obstacles.
• Good Communicator – Presents ideas effectively, clearly and concisely both orally and in writing.
• Inspire Commitment –Actions and behaviors are consistent with words.
• Self-Development –Drives own personal development plan.

Additional Notes

Only short-listed candidates will be contacted.

Please note that all recruitment terms and conditions as stated in the HR Policies and Procedures Manual shall apply.

• Supervising the IT Service Desk Analysts and IT Support teams.
• IT Service Desk Performance
• Supports the Banks Service Management tool.
• Manage the IT service delivery tools (ITSM).
• Overseeing Problem and change management tasks at the IT Service support function.
• Logging, categorizing, prioritizing & assigning support for all IT incidents, service requests, and Problems.
• Ensuring systems stability during IT Services Transition.
• Performance Management of both internal and external IT Service providers.
• Supporting Continual Improvement for IT Services.
• Enhance/increase IT service level success.
• Drive customer-oriented processes and service value in IT.
• Dependable IT service lifecycle Management.
• Manage the SLA between IT and Business by ensuring that all IT services are measured and managed to achieve agreed SLA targets.

• Ability to troubleshoot and resolve simple network problems, install and operate Operating systems and maintain IT documentation.
• Exceptional oral and written communication skills with the ability to communicate clearly and persuasively, interpret documents, understand procedures, write reports and correspondence; speak clearly to third parties and employees.
• Able and willing to solve complex analytical challenges, independently analyze information; and make recommendations based on analysis.
• Self-motivated team player with the ability to adapt and work co-operatively and effectively in different situations and teams to carry out assigned tasks maintain a positive attitude under stress conditions.
• Disposition to share knowledge fully and willingly with other employees in the interest of the organization.
• Clear knowledge of IT Service Management best practices and frameworks.
• Good Technology Troubleshooting skills.
• Active Listening.
• Planning and Organization.
• Critical Judgement and Decision-Making.
• Strategic Perspective – Establish priorities, challenging goals and measurements consistent with these goals and organizational vision.
• Critical Judgement and Decision-Making – Define issues and focus on achieving workable solutions to obstacles.
• Good Communicator – Presents ideas effectively, clearly and concisely both orally and in writing.
• Inspire Commitment –Actions and behaviors are consistent with words.
• Self-Development –Drives own personal development plan.

• Minimum of a Bachelor’s Degree in Computer Science, IT, Engineering or other numerical biased field from a reputable university or college.
• Certification in ITILv4.0+ expert training.
• Any other IT certification.