Job Purpose:
This position holder will be in charge of all operational issues and support for continuous service improvement, which is aligned with the Service Desk implementation, and to extend it to all of AKU. He/She will also be responsible to develop change management plans, align the team with the requirements, guide the team through the transition and essentially be the escalation point during the transition from local to global. Coordinate between the end-users, technical team, and functional leads across AKU. He/she will also be expected to maintain a professional, approachable, helpful, and friendly attitude at all times.
Responsibilities:
Provide technical assistance to all stakeholders globally and locally to all AKU entities via electronic and telephonic communication.
Ability to adapt with changes and to be responsive in any/all situations.
Act as a single point of contact for the service delivery function of the ICT Shared Services.
Ensure that activities within a process are performed at a high level of quality and meet its associated Service Level Agreements.
Use strong technical diagnostic and problem-solving skills to maximize first line resolution of Service Desk enquiries and providing support and advice as required.
Communicate with global and local users with providing effective support for various IT activities.
Responsible for communicating with the team lead and directly work with all tier support to ensure proper recording and resolving of incidents.
Monitor and manage the daily call loads to ensure that Service Level Agreements are achieved.
Participate in identifying the incidents on weekly basis for management review.
Capture all requests in system and identify potential problems and/or increasing trend of repetitive incidents.
Identify incidents that arises from change processes and/or increasing trend of repetitive incidents.
Create Knowledge with repeatable procedures with a goal of reducing the number of incidents and reduction the process time.
Escalate all process issues to the team lead.
Liaise with the global service desk team members and ensure that same processes are being followed throughout AKU.
Manage on-going relationships with the end users being responsible for contacting callers to resolve tickets with accurate detail and gather feedback from the user.
Create the key concepts, guiding principles and design of new solution/revised process, which can raise the operational capacity of the team.
Advice the functional business managers/users in striving for the implementation of best practices/processes and IT capabilities to support the function of the Service Desk and help eliminate areas which cause problems.
Ensure JCIA / ISO standards are met within the department, including End User desktop policies and section objectives in liaison with the ICT client services leadership.
Consider multiple options, analyses alternatives, and select the one that best supports the business need and technical reality.
Participate in audits and quality check of IT service delivery and assist in preparing monthly summary report for management review.
Prepare monthly duty roster by ensuring optimal use of resources, with the high response level 24×7.
Provide on-job training to new members in the support team.
Arrange staff training and perform briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk.
Assist Service Desk analysts in providing first line support when workloads are high, or where additional experience is required.
Complete any other task assigned by team lead / Manager.
Liaise with Department Managers to understand computer and accessory requirements and guide when budgeting for equipment.
Qualifications and skills required:
Degree / Diploma in Computer Sciences or Bachelor of business information technology or equivalent
Minimum 1 year of experience in related field.
Foundation level ITIL certification would be a definite asset.
Excellent in handling customers.
Ability to document, critically analyse and assess a variety of information, identify priorities and resources, and propose alternative business processes.
Ability to communicate effectively verbally and in writing and to present documents in non-technical language.
Ability to establish and maintain effective working relationships in a multi-disciplinary work environment and be on stand-by for any/all escalations.
Excellent requirements gathering and process mapping skills.
Multi-tasking ability and good judgment with ability to work under pressure.
Excellent team player and competent to work independently.
Well-groomed and presentable. Polite, courteous and have an excellent call etiquette.
Flexible to work in shifts.
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