Senior Associate - Service Management

<div><h3>Overview</h3><p>Role Purpose: To ensure the effective delivery and support of ITIL processes and services, covering all ITIL functions to guarantee smooth day-to-day business operations within the defined KPIs and SLAs.</p><h3>Responsibilities</h3><ol><li>Service Management process,&IT Service Management Projects<ul><li>Manage incoming service requests and incidents through the ITSM tool.</li><li>Coordinate with technical teams to ensure incidents are resolved within agreed timelines.</li><li>Record, update, and close service tickets accurately with clear and detailed documentation.</li><li>Communicate effectively with end users, providing regular updates and guidance on their requests or incidents.</li></ul></li><li>Availability Management<ul><li>Provide on-demand support for urgent router configuration requirements.</li><li>Conduct scheduled monthly and quarterly review sessions.</li><li>Perform site visits as required.</li><li>Ensure timely reporting and closure of assigned tasks.</li><li>Response Time: Immediate response for critical incidents; adherence to agreed SLAs for standard activities.</li><li>On-call Rotation: Participate in an on-call schedule, if applicable, to ensure continuous and uninterrupted support.</li></ul></li><li>Network&Operational Tasks<ul><li>Strong understanding of wireless security protocols, including WPA2 and WPA3, as well as SSID configuration and MAC filtering.</li><li>Proficient documentation skills with hands-on experience using Excel.</li></ul></li><li>Asset Management<ul><li>Monitor software utilization to ensure compliance with licensing agreements.</li><li>Ensure all IT assets are correctly tagged and accurately recorded in the asset management system.</li><li>Maintain up-to-date records of warranties, service contracts, and support agreements.</li></ul></li></ol><h3>Skills</h3><ul><li>Working knowledge of ITIL and core ITSM concepts, including Change Management, Change Advisory Board (CAB) support, process improvement, and hands-on experience with ITSM tools.</li><li>ITIL Certification.</li><li>Experience of working in a large-scale, diverse IT environment, with practical application of ITIL best practices.</li></ul><h3>Education</h3><p>Bachelor’s degree, preferably in a technology or related field</p></div>#J-18808-Ljbffr