ITIL Process Support Analyst (Intern) at Sigma Qualitas Limited

Basic Function/Responsibilities

• Handle Tier 1 help desk escalations through tickets or phone
• Follow up on outstanding requests and ensure timely resolution
• Create accounts and configure hardware as part of on-boarding process
• Support audio and video equipment in conference rooms
• Manage and monitor internal assets to ensure accurate inventory records
• Other duties may be added and/or assigned as needed
• Works under general supervision; work is reviewed for adequacy and accuracy.
• Participates in the design of a process unit, including establishing process design basis, development of process.
• Document ITIL processes such as: Incident Management, Problem Management, Change Management etc.
• Calculates and organizes data for process flow chart
• Develops process flow diagram to define ITIL Processes
• Perform any other duties as assigned

Job Requirements and Skills

Graduate Qualifications:

• A First degree B.Eng, B.Sc, B.Tech, Science or Technology Only from a recognized University REQUIRED.

Experience:

• 0 to 2 years' relevant work experience in IT production environment, NYSC is ESSENTIAL.
• Certifications and Training Requirements: Relevant IT Certifications (CISCO, JAVA etc.), ISO, ITIL, PMP, Applications etc. would be of ADVANTAGE.

Key Skills:

• Proficient use of Microsoft Office, Outstanding Process and Systems Documentation, Attention to Detail, Highly organized, Conflict Resolution, Presentation Skills, Excellent Communication skills, Highly Organized, Team Oriented and Leadership, High Tolerance for Stress, Problem Management (analysis and resolution), Customer Service Orientation, Relationship Builder, High level of Integrity, Time and Priority Management Skills, People Management and Negotiation skills. Superior Analytical.
• Communication, Influencing and Negotiation
• Problem Solving, Passion for Excellence and Integrity