IT Service Management Support Specialist

4 weeks ago


Pretoria, Gauteng, South Africa Imizizi Full time

Imizizi seeks an experienced IT Service Management Support Specialist to join our team. As a key member of our IT team, you will be responsible for providing exceptional support and services to our clients.

About the Role

We are looking for a highly skilled and motivated individual who possesses a strong understanding of IT service management processes and principles. The ideal candidate will have at least 3 years of experience in IT service management support and hold relevant certifications such as ITIL Foundation.

The successful candidate will be responsible for supporting our clients during German working hours and being on standby on a 24/7 rotation basis. You will be expected to respond to incidents, resolve or delegate to 3rd level support, manage incidents, and perform daily handover and start-up tasks.

Key Responsibilities
  • 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

In addition to your technical skills, you will also be responsible for creating and updating documentation of user guides and guidelines, submitting, updating, and maintaining knowledge articles, and interacting with clients to maintain service quality and manage relationships.

Requirements

To be considered for this role, you will need to have:

  • ITIL knowledge and experience
  • Experience with supporting IT Service Management (ITSM) processes in large enterprise IT platforms and solutions like ServiceNow or BMC Remedy

The following skills are advantageous but not essential:

  • Knowledge of IT processes: Manage Configuration, Manage Problems, Manage Change, Manage Request Fulfilment, Manage Incidents, Experience with Manage Knowledge, ITSM Reporting
What We Offer

We offer a competitive salary of R750,000 per annum, based on market rates and location, and a comprehensive benefits package that includes opportunities for growth and development.

As a valued member of our team, you will have the opportunity to work on challenging projects, develop your skills and expertise, and contribute to the success of Imizizi. If you are a motivated and experienced professional who is passionate about IT service management, we encourage you to apply for this exciting opportunity.



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