Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us
A renowned company in the financial services industry specialized in the use of technology for revenue collection and management requires the service of the following personnel who must be highly skilled and experienced.
Job Objectives
Senior Officer, Service Management
Plan, direct and coordinate operations of the Service Desk
Ensure the provision of a single point of contact for the resolution of incidents, the continual monitoring of live systems and the processing of all trouble tickets related to defects and incidents
Reports To:
Chief Technology Officer
Job Responsibilities
Department:
Service Management
Supervises:
Analyst, Service Management
Key Performance Indicators
Competence Requirements
- Provide a channel for authorized client users to request and receive standard services
- Ensure that trouble tickets are addressed to agreed service levels
- Oversee the prioritization, recording, recognition, isolation, resolution and follow up of incidents and problems
- Verify that for each service commitment, there is a defined and
- agreed-on set of criteria which will be used to assess the readiness for go/no-go with the new or enhanced service
- Escalate incidents and problems to that are not planned to be resolved by the Service Desk to Technology Operations
- Develop and maintain formal procedures for Service Request
- Management
- Route client service requests to the Service Delivery Management function
- Develop and maintain formal procedures for Access Management
- Analyse Service Desk performance through statistical and reporting methods
- Ensure that customer issues and requests are handled satisfactorily
- Responsible for the appraisal of team members
- # of service requests logged
- First response time
- Mean elapsed time for handling each type of service request from initiation time
- First contact resolution rate
- Tickets by status
- The size of current backlog of outstanding service requests
- # and % of service requests completed within agreed target times
- Level of client satisfaction with the handling of service request
- Cost per ticket
- IT service delivery and operations experience
- Knowledge of Service Request Management
- Knowledge of Service Desk processes, procedures and policies
- Knowledge of Application & Infrastructure
- Maintenance & Operations
- Good Understanding of Service Development, Service
- Management and Operations
- Understanding of IT services and service readiness
- Excellent co-ordination skills
- Strong communication skills (oral and written)
- English
Specification/Qualification
Educational Qualification
Minimum of a Higher National Diploma (HND) in Computer Science, Computer Engineering or related areas
Professional Qualification
Possession of the following certifications is recommended: ITIL
Desired Experience
4 to 7 years of functional experience
Gmail
Yahoomail