IT Helpdesk Analyst
Salary undisclosed
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- Owns overall responsibility for the IT Helpdesk Digital Support,
- Ensures all phases of help desk support are coordinated, monitored, logged, tracked, and resolved appropriately
- Manage performance and development of team members; and complied to IT policies and processes to ensure consistent quality of service at a best cost.
- Utilizing relationship management competency and collaborate to facilitate effective issue resolution and day-to-day operations
- Implementating SOWs and Roles & Responsibilities for the Service Desk and all internal and external parties involved
- Interact (pro)actively with Service Level & Performance Management Team to ensure services and levels are aligned with business requirements
- Has at least five (4) years of IT work experience in Services Management in an environment similar in size and complexity to the organization (required)
- Bachelor's degree in Computer Science / Information Systems / Business Administration or other related field (or equivalent work experience)
- ITIL (service management) certification must be combined with demonstrable and recent experience in working according to ITIL service management processes (required)
- Must have extensive knowledge and experience with technical troubleshooting
- Must have excellent communications skills and the ability to interface with customers and senior leaders
- Ability to identify and resolve both technical and personnel issues
- Knowledge of IT service processes (ITIL) and best practices
- Strong service delivery skills and relationship management skills
- Knowledge of Project Management and best practices
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