Key Role in IT Model
A critical component of the IT framework, this position ensures seamless and high-quality customer service.
* Establish trust with key stakeholders by achieving 'Trusted Advisor' status and building strong working relationships.
* Develop in-depth knowledge of business processes and associated systems to resolve the majority of customer enquiries and issues at the first point of contact.
* Monitor the performance of the IT Support Model and report any deviations against Service Level Objectives (SLOs).
* Analyse logged incidents to identify trends and potential solutions for recurring incidents.
Core Responsibilities:
* Support the development, implementation and operations of the IT network.
* Consult on high-level solution design, governance and innovation.
* Collaborate with external vendors throughout the end-to-end lifecycle.
* Understand the business operating model and ensure tactical and strategic objectives are met.