IT Specialist

RESPONSIBILITIES

• Working as part of the IT Operation Team this role will have specific responsibility for the effective management and improvement of the Incident Management and Service Request Processes.
• Working with users, and suppliers, on a variety of support environments, different infrastructure projects, operational and geographical areas
• Managing through to resolution, Incident, and Service Request Tickets in accordance with the Incident Management Standard and Process. This includes, but is not limited to, detection, recording, analysis, diagnosis, and either resolution or escalation of tickets.
• Ensure that the appropriate escalation processes are followed in a timely manner, ensuring that high Severity/Priority incidents are managed according to those standards. Ensure that all records and documents are completed in an accurate, concise, and articulate way including but not limited to Incident and Service Request tickets. 
• Interprets technical or procedure manuals on behalf of non-technical users and provides routine training in normal usage of services and systems 
• Works to ensure that high-security standards are proactively maintained by ensuring that users requests are properly and appropriately validated. Additionally, all agreed Security standards and Processes are adhered to.
• Be proactive in assisting the IT Operation Team in developing and deploying Continuous Improvement Plans for the Team and its processes. 
• Assists users in making more effective use of desktop systems, products, and services enabling them to increase their business value
• Actively participate in all regular and Global meetings

QUALIFICATIONS

• At least 5 years of experience in a corporate setting (BPO / Shared Services).
• Willing to work on a  rotational shift schedule or on-call during non-work time.
• Previous experience in providing IT support in a fast-paced, dynamic corporate environment.