1. NATURE OF THE TASKS
• Manage and organise demand and agree SLAs
• Document the ICT process manuals for ITIL processes and associated procedural tasks across ICT
• Monitor and coordinate Incident & Problem handling within ICT Operations
• Deliver communication and coordination procedures for major incident handling
• Initiate root cause analysis and resolution
• Maintain internal ICT lines of communication and document business expectations
• Identify areas for improvement and facilitate efficient handling of Incidents and Problems
• Perform any other tasks in the area of competence as assigned by the line management
• Identify, design and deliver reporting. Will include analysis of data, advising on follow up actions and tracking of improvement plans
• Deliver and contribute to Continuous Service Improvement plans in the ICT business area working practices
• Contribute to Configuration Management process implementation & improvements by developing and embedding into the operations process for IT software assets and corresponding documentation
• Contribute to product management of ICT Service Management tooling
• Contribute to ICT services improvements initiatives, in particular to configuration management and monitoring activities
2. KNOWLEDGE AND SKILLS
• Experience managing ICT assets
• Familiarity with client hardware (laptops, mobile phones, tablets)
• Experience working in an ITIL environment