Role description

Job Specific Responsibilities:

  • Responsible for testing companies Service Desk system upgrades and process updates
  • Support the design, delivery, and improvement of system processes
  • Lead and manage 3rd party support staff
  • Lead the integration of 3rd party support tools
  • Serve as the primary point of contact related to companies Service Desk
  • Manage escalations
  • Build and maintain documentation, knowledgebase articles, and support resources to reduce the number of tickets
  • Understand the technical solution, interfaces, and data flows between enterprise tools
  • Work with vendors on service delivery issues
  • Support Rota Management of support staff

Knowledge, Experience and Skills

  • Provide general support, administration, and maintenance of the enterprise tools with a primary focus on the Service Desk platform, including:
    • Operations and administration of ITSM modules
    • Develop solutions in the tool
    • Use workflows to manage processes from the customer to the fulfilment teams
    • Understand evolving needs of the Enterprise Technology and Cybersecurity Service Owners and PMO
    • Monitor the health, usage and compliance of enterprise tools
    • Create and configure business rules and notification
  • Develop and produce accurate Service Delivery reports and Dashboards
  • Desktop Support for MS Office, OneDrive and Teams etc
  • Maintain CMDB
  • Asset Management procurement and disposal
  • Support Change Management processes
  • Monitor customer satisfaction surveys
  • Work closely with colleagues in the Enterprise Technology and Cyber function and the various departments within the company to ensure appropriate support and collaboration exist to achieve the organisational objectives
  • Standard Responsibilities:

    • Contribute to the development and execution of department strategy, policies and procedures in alignment with the functional objectives taking into account the changing needs of the company.
    • Suggest opportunities for continuous improvement of systems, processes and practices taking into account ‘international leading practice’ and changes in business environment, and leveraging
    • Ensure that all relative reports are prepared timely and accurately, and meet the section’s requirements, policies and standards

Essential Requirements:

  • Must have at least one related Certification: ITILv3 or v4 (Foundation or Intermediate)

Desirable Requirements:

  • Bachelor’s degree (or equivalent) in Computer Engineering, Computer Science, Information Technology, Information Systems or related field
  • Experience building and maintaining a Configuration Management Database (CMDB)

Essential Requirements:

  • Minimum of 3 years of practical experience in IT Service Management/Service Delivery
  • Strong communication skills with different layers of the organisation
  • Adjusting to changing priorities with good time management skills
  • Experience in managing third party suppliers
  • Excellent written and verbal communication skills
  • Developed previous experience with ITSM tools
  • Developed experience in managing 3rd party support activities and staff

Nikita is a recruitment consultant with international recruitment experience across the MENA region. She specialises in projects in IT, Digital Transformation and Net Zero industries including Nuclear.

Nikita Seth