Required Qualifications:Matric & relevant Degree/Diploma in ITITSM CertificateMCSA / MSCE Solutions Associate / ExpertResponsibilities:Operational Support:Analyse options, risk, and impact to business processes and recommendationsAnalyse business requirements by conducting information-gathering sessions with clients, analysing the information and prioritizing the requirements to gain understanding of the business needs.Ensure that all calls are assigned/ reassigned timeously and resolved within Service Target.Assist 1stLine Support ITSM and relevant departments when required, to get requests/ incidents resolved on time.Meeting objective and taking responsibility, apply Best Practice and Standards to proceedProvide governance and stewardship in order to provide direction, focus and set priorities.Implement ITIL best practices for Service Support and Service DeliveryMaintaining an effective Service Level Management (SLM) process by defining SLA, OLA and UC.Updating the existing SLA, OLA or UC when required Evaluate and coordinate process enhancementsGrow and Implement Service Request Management.
Enable the IT customers to define offered services, publish those services in a service catalogueFoundation DataBusiness Time SegmentsConfigure AssignmentsData Management toolOrganizational StructureProduct and Operational CataloguesPeople ManagementIncident Management:Full Application AdministrationData ManagementIncident TemplatesNotifications and MilestonesDecision Tree ConfigurationsService Level Management:Service level management Incident ManagementService level management Change ManagementService level management Request ManagementCreating service targets for all of the aboveChange Management:Configuring Change ManagementConfiguring task assignmentsRisk FactorsConfiguring Task Management SystemSetting application preferences and optionsConfiguring approvalsConfiguring Release ManagementChange TemplatesService Request Management:Set up the framework for Service Request Management ModuleCreate SRM Application TemplatesCreate SRM Application Object TemplatesCreate SRM Process Definition TemplatesCreate SRM Service Request DefinitionsConfigure SRM ApprovalsConfigure SRM AssignmentsConfigure SRM EntitlementsNavigational CategoriesWorks Order SettingsWork Order RulesWork Order Templates