Senior Associate - Service Management

OverviewRole 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.ResponsibilitiesService Management process, & IT Service Management ProjectsManage incoming service requests and incidents through the ITSM tool.Coordinate with technical teams to ensure incidents are resolved within agreed timelines.Record, update, and close service tickets accurately with clear and detailed documentation.Communicate effectively with end users, providing regular updates and guidance on their requests or incidents.Availability ManagementProvide on-demand support for urgent router configuration requirements.Conduct scheduled monthly and quarterly review sessions.Perform site visits as required.Ensure timely reporting and closure of assigned tasks.Response Time: Immediate response for critical incidents; adherence to agreed SLAs for standard activities.On-call Rotation: Participate in an on-call schedule, if applicable, to ensure continuous and uninterrupted support.Network & Operational TasksStrong understanding of wireless security protocols, including WPA2 and WPA3, as well as SSID configuration and MAC filtering.Proficient documentation skills with hands-on experience using Excel.Asset ManagementMonitor software utilization to ensure compliance with licensing agreements.Ensure all IT assets are correctly tagged and accurately recorded in the asset management system.Maintain up-to-date records of warranties, service contracts, and support agreements.SkillsWorking knowledge of ITIL and core ITSM concepts, including Change Management, Change Advisory Board (CAB) support, process improvement, and hands-on experience with ITSM tools.ITIL Certification.Experience of working in a large-scale, diverse IT environment, with practical application of ITIL best practices.EducationBachelor’s degree, preferably in a technology or related field#J-18808-Ljbffr