Service Management

Job Description

Role Purpose:

To ensure the effective delivery and support of ITIL processes and services, covering all ITIL functions to guarantee smooth day-to-day business operations within the defined KPIs and SLAs.

Key Accountabilities:

1- Service Management process, & IT Service Management Projects;

• Manage incoming service requests and incidents through the ITSM tool.
• Coordinate with technical teams to ensure incidents are resolved within agreed timelines.
• Record, update, and close service tickets accurately with clear and detailed documentation
• Communicate effectively with end users, providing regular updates and guidance on their requests or incidents.

2- Availability Management;

• Provide on-demand support for urgent router configuration requirements.
• Conduct scheduled monthly and quarterly review sessions.
• Perform site visits as required.
• Ensure timely reporting and closure of assigned tasks.
• Response Time: Immediate response for critical incidents; adherence to agreed SLAs for standard activities.
• On-call Rotation: Participate in an on-call schedule, if applicable, to ensure continuous and uninterrupted support.

3- Network & Operational Tasks;

• Strong understanding of wireless security protocols, including WPA2 and WPA3, as well as SSID configuration and MAC filtering.
• Proficient documentation skills with hands-on experience using Excel.

4- Asset Management;

• Monitor software utilization to ensure compliance with licensing agreements.
• Ensure all IT assets are correctly tagged and accurately recorded in the asset management system.
• Maintain up-to-date records of warranties, service contracts, and support agreements.

Skills

• Working knowledge of ITIL and core ITSM concepts, including Change Management, Change Advisory Board (CAB) support, process improvement, and hands-on experience with ITSM tools.
• ITIL Certification.
• Experience of working in a large-scale, diverse IT environment, with practical application of ITIL best practices.

Education

Bachelor’s degree, preferably in a technology- or science-related field