ITSM Consultant

– Maintain ITIL process (Incident Management, Service Management, Service Catalogue, IT Assets and Knowledge Management)
– Adhere ITIL best practice.
– Answer inbound calls to the IT Service hotline within agreed KPI
– Log and create service desk ticket for issues and fulfillment and ensure ticket are assigned and categorized properly
– Update the knowledge database for new resolutions discovered
– Make sure that service level agreements (SLAs) and operational level agreements (OLAs) are in place with both external and internal teams.
– Maintain the IT Assets Management (All End users related assets).
– Providing a single point of contact for IT Service Management across all IT functions
– Ensure that the CMDB is managed an maintained with the highest degree of accuracy
– Maintain accurate inventory of hardware, software, and other relevant technological tools
– Excellent communication skills that allow them to explain technical problems
– Troubleshoot hardware, software, and network issues.
– Ensure that user requests and concerns are recorded, affirmed, and categorized for further handling.
– Perform remote troubleshooting through diagnostic techniques and pertinent questions.
– Utilize imaging and software library to deploy systems reimage and migrate data as needed
– Document, track and monitor client incidents and requests in ticketing system to ensure timely and accurate resolution
– Create help manuals for existing and new programs and End-user Training
– Ensure backup system is executed as per daily schedule