Overview
As a Service Desk Coordinator, you contribute to the ICT Customer Service team by leading and coordinating IT Service Management (ITSM) processes. You will ensure that ITSM policies and procedures are maintained in line with best practices and methodologies such as the Information Technology Infrastructure Library (ITIL).
Responsibilities
* Prepare statistical information on the utilisation of ICT Services and identify problems or issues related to the provision of information services across the department. Contribute to the testing and improvement of incident management procedures.
* Document and maintain standards, knowledge, and procedures for the support function. Ensure that the catalogue of requestable and supported services is complete and up to date.
* Coordinate the day-to-day management of incidents and requests, including resource and roster planning, and work allocation to meet agreed service levels.
* Act as the highest level of support escalation for ICT Service Desk for requests and incidents and liaise with other ITS teams, stakeholders, vendors and shared service providers to find solutions.
* Support the team in various ITSM practices, ensuring the ongoing delivery and management of incidents, problems, knowledge, change and release, configuration, service catalogue, and service level.
* Monitor compliance with ITSM processes and standards, identify areas for improvement, and provide coaching and training to staff to maintain or improve service levels.
* Develop and enhance reports that describe service quality and performance of ITSM standards for SLA partners.
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