Service Desk Analyst at Dangote

Description

• Manage lifecycle of all incidents and ensure they are resolved satisfactorily.
• Ensure normal services are restored as quickly as possible and adverse impact on operations due to incidents in IT environment is minimized.
• Identify root causes of problems (that affect IT service) and determine fix required to prevent recurrence of incidents.
• Identify, log, categories, prioritize, resolve incidents and raise a problem if required.
• Produce appropriate management information to report incident management performance.
• Monitor effectiveness of incident management and make recommendations for improvement.
• Manage major incidents.
• Identify (either directly from incidents or indirectly through trend analysis, observation, etc.), log, categorize, prioritize, and resolve problems.
• Define and maintain the overall Service Monitoring & Reporting schedule

Requirements

• Good knowledge of ITIL Service Delivery processes (preferably with formal certification)
• Good Understanding of Service Management tools
• Ability to work under pressure.
• 2+ years of Service Desk experience

Benefits

• Private Health Insurance
• Paid Time Off
• Training & Development