Communicate, follow up with end users until resolution of the tasks given to meet the target given.
Responsible for the provisioning of IT Service Requests within the agreed SLA for local IT.
Focus on both the manual completion of open requests and continuously looking for opportunities to improve the process and remove manual effort in fulfilling requests, either via automation or simplify the process.
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Deliver timely and effective incident resolution and escalation management, ensuring service level agreements (SLAs) are consistently met for response time, resolution, and communication.
Support employee onboarding and offboarding activities, including system access provisioning, equipment setup, and decommissioning.
Maintain accurate IT asset inventory records and ensure compliance with established IT policies and procedures.
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Manage day to day data centre service delivery with oversight on DC deliveries. Manage the service providers SLA in terms of service request. Monitoring of service level performance in accordance with contractual requirements. Analysis of data centre infrastructure components and capacity planning for future projects/growth
· Data Centre Services Management. Manage day to day data centre service delivery with oversight on vendor’s deliveries. Monitor the health of systems or platform solutions. Analysis of data centre infrastructure components and capacity planning for future projects/growth. Work with the infrastructure teams to ensure 100% system uptime and availability. Analyse and execute improvement plans. Regularly review the service provider’s compliance to policies. Participate in planning exercises for Data Centre related matters.
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Support continuous improvement by maintaining knowledge articles, completing structured shift handovers, and contributing to a 24/7 global support operation.
Accurately diagnose, categorise, prioritise, and escalate incidents and requests in line with service targets and operational standards.
Ensure seamless handovers to resolver groups and between shifts, with clear ownership, status updates, and next actions documented.
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Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of calls online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
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