IT Support Manager

Your tasks:

• Organisation and implementation of support of information systems.
• Design implementation and continuous improvement of ITSM processes including Incident Management Request Fulfilment Problem Management and Knowledge Management.
• Creation maintenance and continuous improvement of knowledge bases user manuals wiki pages and other support documentation.
• Provision of guidance and assistance to business users in the use of information systems and ICT tools.
• Monitoring of support performance ticket quality resolution times and service levels contributing to continuous improvement and service quality.
• Elaboration and implementation of relevant support processes.
  

Requirements:

• University degree in IT combined with relevant IT professional experience of 5 years.
• Knowledge in support of information systems.
• Good knowledge of ITIL/ IT Service Management (ITSM) principles and processes.
• Experience with Incident Request Problem and Knowledge Management.
• Experience in user support troubleshooting and stakeholder coordination.
• Knowledge of wiki collaborative sites and support documentation.
• Good knowledge of service management tools SMT JIRA or SERVICE NOW.
• Excellent command of the English language.