Job Description

• Manages resources and workload effectively (including performance reviews, personal development plans, and absence management)
• Owns and accepts personal responsibility for customer problems, champions customer issues to resolution ,Builds and enhance client strong relationships
• Technical Capability. Works within a team as an established systems/product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users.
• Process. Follows established processes, releasing to the change control process verified, validated and documented enhancements to eliminate problems and proactively develop the service.
• Service Level. Recognizes opportunities to improve performance against Service Level. Acts as a point of escalation for agents to resolve service delivery issues. Monitors performance through statistical reporting and analysis.

Job Requirements

• Minimum 3 year of experience, more is an added advantage. Showcase good interpersonal skills for customer relations 
• Bachelor’s Degree in (any field)
• Reporting 
• ITIL Foundation Certificate in Service Management or v3 equivalent. 
• Ability to work under pressure 
• Must be knowledgeable about service desk system and IT tools 
• Must have good judgment in handling serious customer problems. 
• Skills in developing individuals, teams and the business 
• Leadership skills

Company Benefits

Additional Info