Job Purpose: Manage the activities of the ICT Shared Services Desk providing first level support across the ICT Shared
Services streams, with particular attention to the provision of end-user support – logging, resolving, escalating, and
following up on end-user reported incidents or logged service requests. The ICT Service Desk Officer advocates end-use
support services to ensure effective delivery within established SLAs
Functional Activities as per Key Performance areas
Manage, coordinate, develop/improve the ICT Shared Services Desk
Implement service desk support systems, processes, and services that promote end-user support and the optimal us
of ICT services or resources, noting opportunities for further improvement
Proactively assess and translate end-user support and training requirements into service improvement or
enhancement initiatives or projects and follow through to completion
Ensure optimal incident, problem and service management to enhance the stability and performance of the end-user
environment
Incidents or service tickets assignments within the ICT Shared Services Desk team and to other parts of ICT
Department as appropriate.
Diagnosing and resolving user’s technical issues and problems effectively and efficiently.
Propose innovative and sound processes leading to the refining of the Service Desk management processes
Classifying and prioritizing problems, documenting their causes and implementing remedies and preventative
measures.
Monitor and respond quickly and effectively to requests received through the ICT Shared Services Desk
Monitor the ICT Shared Services Desk for tickets assigned to the queue and process first-in first-out based on priority
Properly escalate unresolved queries to the next level of support
Track, route and redirect problems to correct resources
Follow up with customers, provide feedback and see problems through to resolution
Ensure proper recording, documentation and closure of Incidents
Proactively identify problems and issues resulting from new developments/deployments/changes in technology to
facilitate the continual development of the ICT Shared Services Desk, including fostering a positive team environmen
Proactively seek and report user’s community feedback on the quality of services and advise the Head of ICT on
strategic directions
Maintain and coordinate IT support and end-user support teams across MPL service delivery locations to ensure
smooth service desk operations.
Oversee the on-going maintenance of the ICT Shared Services Desk incident/resolution system (iTop), providing
regular statistics to the Head of ICT
Track and monitor service level agreements, KPIs and other service parameters to monitor the performance of ICT
service(s).
Any other duties related to the role.
Outputs:
Daily, Weekly ICT KPI monitoring reports
Daily, weekly, monthly statistics on ICT incidents and call trends
Weekly and monthly incidents/problems ageing
Daily ICT incidents reports
Daily, weekly, monthly ICT services availability reports
Minimum Qualification Requirements:
A University degree or equivalent in Computer Science,
Software Engineering, Information Technology, Business
Computing or a related field, including ITIL Foundation
Certification in IT Service Management. Or relevant
technical education in the above-mentioned field or IT
complimented by relevant experience
Related Minimum Experience:
At least 3 years of experience in end-user
support under ICT operations support or
within a call-centre environment.
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Send CV to [email protected] by 15th August 2024
