Senior Associate (Helpdesk) - IT Service Management

Key Accountabilities:

Conduct regular analysis of key ITSM performance metrics to track and report on team and service performance.
Identify trends and anomalies in ticket data to inform improvements in service delivery.
Analyse patterns in incidents and service requests to identify common challenges.
Recommend automation or process enhancements to streamline operations and improve response times.
Monitor ticket volumes and resolution times to identify areas requiring attention or improvement.
Produce regular reports on SLA performance and service availability to inform management and stakeholders.
Collaborate with operational leads to ensure that the team adheres to SLA compliance metrics.
Develop strategies to maintain or exceed SLA standards across all service areas.
Create and maintain dashboards for real-time monitoring of IT services, providing actionable insights to IT management and operational leads.
Key duties:
Prepare detailed reports and presentations for IT leadership, highlighting performance metrics, achievements, and areas for improvement.
Continuously seek opportunities to improve ITSM processes and practices
Work closely with the IT support teams, operational leads, and other departments to facilitate effective service management practices
Actively share knowledge and best practices with team members to foster professional growth within the unit
Conduct periodic audits of ITSM reports and dashboards to ensure accuracy and reliability of information.
Implement quality assurance standards for reporting and analytics functions
From time to time, may be required to work extended hours to achieve immediate business driven results

Qualifications

Bachelor’s degree in Information Technology, Computer Science, Business Analytics, or a related field
Certification in ITIL, Six Sigma, or other related quality and process improvement methodologies is an advantage

Experience & Knowledge

Strong understanding of ITIL framework and SLA management
Proficiency with ITSM software, ticketing systems, and dashboard creation tools
Excellent analytical skills with the ability to interpret complex data and translate it into actionable insights
Strong experience in delivery of customer service in the IT context (3+ years)
Experience in resource planning and forecasting in an IT service delivery context
Basic to intermediate knowledge of project management life cycle
Working knowledge and understanding of a Shared Services Centre operation (2+ years) (preferred)

Attributes/behaviours

Comfortable with change
Ability to work collaboratively with cross-functional teams and manage projects effectively
Strong communication skills, both written and verbal, with the ability to produce clear and concise reports
Strong attention to detail and able to juggle competing priorities
Independent, proactive & resilient
Effective presentation skills
Ability to provide career mentorship to entry-level career professionals