IT Service Delivery Officer at eTranzact

Job Description

• Maintain high performing service support functions including IT Service Desk and general Technical Support.
• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
• Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review.
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Champion service and support in projects and developing a strong understanding of projects impacting the service area and ensuring service impact is minimized and agreed.
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
• Drive internal and third party service review meetings covering performance, service improvements, quality and processes.
• Ensure that patching (hardware and software) and anti-virus updates are carried out promptly and effectively
• Work with the technical design team (s/w development, database admins, network & Infra. etc.) to evolve standards for hardware, software and security in the environment.
• Make recommendations for service improvement plans and ensure actions are followed through to completion in a timely manner.
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on IT Service performance.
• Effectively deliver/manage staff management including recruitment, mentoring, training, target setting and performance assessment.
• Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.

Requirements and Skills

• A Degree in Management or IT related discipline.
• 4 years work experience.
• In-depth knowledge of IT network, systems, security, storage, server and server visualization.
• Good knowledge of IT hardware and software maintenance, repairs, and troubleshooting
• Good planning, communication and leadership skills is highly desirable
• Innovative mindset.