Roles& Responsibilities
· identify and resolve systems issue.
· Provide tactical and strategic recommendations based on ITSM key performance measures.
· Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
· Promote transformation of IT support excellence by delivering best practices supporting Service Management and overall Operations Service Delivery.
· Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
· End User communication including major changes and scheduled system maintenance.
· Case escalation and case status reporting, providing monthly updates to GMIT management on vendor case management against metrics.
· User account maintenance.
· Ongoing development of current role based on experience and changes to current global service contracts.
· Ensure that the end user community are aware and comply with current corporate IT procedures ensuring updates are communicated.
Skills and Requirements
· An in-depth knowledge of contemporary IT solutions and infrastructure
· Strong understanding of ITSM key performance measures.
