Maintain the Group IT Service Catalogue.
Ensure that all phases of service desk support are coordinated, monitored, logged, tracked and that Requests for Service are resolved appropriately according to agreed SLA’s and IT Service Management procedures.
Lead and coordinate major incident management, ensuring all steps during a production issue are being executed and addressed.
Provide subject matter technical engineering expertise; support and review technical work of others.
Monitor operational statistics, report trends, variances in issues and take appropriate action.
Create and maintain Knowledge Management database.
Liaising with System & Network Administrators for the management & maintenance of office infrastructure.
Maintain the asset database and hardware inventory; Manage stock of IT Equipment and maintain Lifecycle Management.
Preparation and maintenance of technical procedural documents and FAQ's for both IT staff and user community.
Comply with IT Policies, Standards & Guidelines as defined by Group IT.
Undertake any technical work associated with Group driven IT changes (execution of Group IT Portfolio).
Perform an IT functional steering over the assigned resources.
Follow up IT Service Management procedures such as Incident Management, Problem Management, Knowledge Management, Configuration Management, Change Management.
Mentor, in the areas of your knowledge and expertise, less experienced IT support analysts to assure their knowledge and skills.
All other duties as assigned.
Undergraduate degree in Computer Science, Systems Engineering or Computer Networking & Hardware (Postgraduate degree will be considered a plus).
Required Experience :
Minimum of 7 years’ experience in Information Technology.
Certificate holder in relevant fields (e.g. Microsoft, CISCO, CompTIA, ITIL e.t.c.).
More than 3 years’ supervisory experience in the information technology field and the ability to direct technical work teams;
Possession of excellent oral and written communication skills, including fluency in oral and written English.
Experience managing teams in various locations and developing team-level operating plans.
Experience supporting Executive Stakeholders.
Knowledge, Skills, and Abilities :
Solid experience of operating system administration (Windows OS / Ubuntu / Mac OS).
Strong Knowledge of PC hardware.
Strong expertise with most aspects of fundamental networking / distributed computing environment concepts (DNS, DHCP, Active Directory & Domain Architecture, Network topologies, TCP / IP networks, VPN connections).
Extensive Knowledge in Microsoft O365 platform and CISCO VC solutions will be considered a plus.
Solid knowledge needed on the following areas : Business Process ManagementQuality managementIT Service managementVirtualization technologiesIT Security
Scripting skills (i.e. PowerShell, Bash, Python) would be an asset.
Able to prioritize and organize, be able to lead and work with a team, can communicate well with management and personnel.
Interpersonal skills to work cooperatively and effectively with individuals and groups in various locations by meeting timelines
Train other innovators through both formal and informal training programs.
Deliver informative, well-organized presentations.
Problem-solving and analytical skills
Customer service orientation.
Focus on delivery and high tolerance in working under pressure.
What can SG Digital give you :
The opportunity to interac t with global teams , and where appropriate switch teams and projects as you and our business continues to develop and grow.
Tangible and genuine career development , where you can take your career where you want it to go!
And if that’s not enough; you will get to enjoy amazing benefits , a stunning work location and flexible working whilst we provide you with the guidance and development skills you need to progress quickly and enhance your career .
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