IT Service Management Support Specialist
4 weeks ago
Job Summary
">This is a dynamic role where you will be responsible for providing IT service management support to our clients. As an IT Service Management Support Engineer, you will be the first point of contact for all IT-related issues and concerns.
">Main Responsibilities:
">- ">
- Support during business hours in Germany">
- Standby on a 24/7 rotation basis, rotated amongst 5 team members">
- Respond to incidents, resolve or delegate to 3rd level support for resolution, and manage the incident accordingly">
- Action and resolve Incident tickets">
- Action and resolve Universal Requests">
- Action and resolve Critical Incident Management tickets as required">
- Raise and lead tasks for Problem Management tickets as identified">
- Action and coordinate Change Management tasks and tickets as required">
- Perform daily handover and start-up tasks to ensure operational support">
- Ensure that all processes have been investigated / considered in obtaining the specifications of the user requirements">
- Attend departmental operation meetings">
- Attend weekly standby review, and ensure handover of responsibilities as and when required">
- Creating and updating documentation of user guides and guidelines including operations manuals">
- Submitting, updating, and maintaining knowledge articles related to key topics included in the scope of services supported">
- Providing levels of support and ensuring continuous operation of IT services">
- Focusing on continual service improvement to enhance service delivery and process efficiency">
- Interacting with clients such as IT service consumers, suppliers, and users to maintain service quality and manage relationships">
Required Skills and Qualifications:
">We are looking for candidates with strong technical skills and excellent communication skills. You should have experience with ITIL knowledge and experience supporting IT Service Management (ITSM) processes in large enterprise IT platforms and solutions like ServiceNow or BMC Remedy. Any additional responsibilities assigned in the Agile Working Model (AWM) Team Charter are also welcome.
">Advantageous Skills:
">- ">
- Manage Configuration">
- Manage Problems">
- Manage Change">
- Manage Request Fulfilment">
- Manage Incidents">
- Experience with Manage Knowledge">
- ITSM Reporting">
Salary: We offer a competitive salary of €45,000 per year, depending on your qualifications and experience.
">Benefits:
">We offer a range of benefits including professional development opportunities, flexible working arrangements, and access to cutting-edge technology.
">About Us:
">We are Imizizi, a leading provider of IT services and solutions. Our team is passionate about delivering exceptional service and supporting our clients in achieving their goals.
">Contact Us:
">To learn more about this exciting opportunity, please submit your CV to us at Imizizi. We look forward to hearing from you
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