About this role
Provide support and monitor perfomance systems to ensure IT infrastructure hardware, software, networks, and other IT resources functions efficiently, reliably, and securely. Resolve all technical problems experienced by users or systems quickly to minimise disruption and handle and document incidents and service requests efficiently, adhering to service level agreements to meet agreed 1st level technical support.
- Ensure not more than 5 significant incidents occur every week.
- Achieve an IT User Survey score of 7 out of 10.
- Ensure closure time within 90% of agreed SLA for significant and general complaints.
- Ensure service availability meets agreed targets.
- Achieve a Remedy satisfaction survey rating of 3.5 out of 55
- Establish a control framework that guarantees visibility and reliability of our franchise.
- Implement efficient and timely projects and changes to support key business objectives.
- Develop a cost containment culture
- BSc IT, Computer Science or related field.
- Relevant professional certification can be an added advantage.
Experience
- 2-3 years post qualification experience in a similar or related position.
Behavioural Competencies
- Adopting Practical Approaches
- Challenging Ideas
- Developing Expertise
- Embracing Change
- Empowering Individuals
- Examining Information
- Exploring Possibilities
Technical Competencies
- Application Knowledge for Support
- Incident and Problem Management
- Infrastructure and Platforms Support
- IT Applications
- IT Programme Management
- Root Cause Analysis
- Service Management Processes