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Job Overview
Executive – IT Infrastructure Planning & Operations
Description
Role:
Responsible for First level support for all end user computing issues. Managing new recruits account creation and FRNs while supporting IT issue resolution in an on-call roster basis achieving defined SLAs. Measurement of agent/team performance and improvement and management of internal customer experience
The Job
- 1st level IT support to End Users
- Incident, Request and Problem Management through ITSM Tool
- Analyzing trends of IT issues, service requests and access requests
- User Creation, modification and deletions from Active Directory, O365 and other internal systems.
- Periodic Reviews of System Access and Service Requests.
- Generation and circulation of reports requested by the management to comply with the information requirements of management
- Identifying problems, investigate and suggest methods of improving the delivery of IT services
- Assist in installation & configuration of computer hardware & software
- To assist and take part in the operations carried out by IT Service Desk.
- Work on 24 X 7 on call roster basis to support IT issues and ensure consistent service delivery to users.
- Ensure professional and effective responses to calls, e-mails, SMS & incidents logged on the Service Desk software.
- Diagnosing and solving problems related to IT users and systems, including printing, application errors and network failures.
- Management of ITSD O/S technical team, ensure timely availability of staff, ensure staff performance up to defined targets
- Effective communication with end users of the applications, business owners.
- Making sure that Service Levels (SLA) are met and adhered to maintain smooth business operations and enhance customer experience
- Continually formulate strategies and processes to improve and develop the IT service standards and quality
Entry Requirements
Person :
- Minimum 2 years of experience with overall exposure to any related function to the scope
- Degree or diploma in IT/ Telecommunications from a recognized university/institute
- Minimum of 1 year of experience in a relevant field
- ITIL Foundation or Microsoft Certification
- Experience in IT Automations and PowerShell Scripting will be added advantage
Job Detail
- Offered SalaryNot Specified
- Career LevelSenior Executive
- Experience2 Years
- GenderBoth
- INDUSTRYComputer and technology
- QualificationAdvanced/Higher/Graduate Diploma