IT ASSISTANT

Description

Job Summary: Support the definition and implementation of ITSM processes, monitor KPIs and SLAs, drive continuous IT improvement, and provide Help/Service Desk support. Key Highlights: 1. Support for ITSM processes, including incidents, changes, and problems. 2. Monitoring of KPIs (key performance indicators) and SLAs (service level agreements) to ensure IT service quality. 3. Driving continuous improvement and adherence to best practices (ITIL 4). Summary of Responsibilities Support the definition, documentation, and implementation of ITSM processes, including incident, change, and problem management. Monitor KPIs (key performance indicators) and SLAs (service level agreements) to ensure IT service quality. Assist in developing and implementing IT policies, technical standards, and change control. Develop and maintain up-to-date workflows, standard operating procedures (SOPs), and governance reports. Collaborate with IT management and technical teams to ensure continuous improvement and adherence to best practices (e.g., ITIL 4). Help Desk / Service Desk Support Registration of service requests; Triage and handling of incidents; User query support; User incident resolution support; Support for releasing approved IT changes; Support for handling and forwarding requests; Execution of written work instructions; Execution of documented routine and periodic activities; Escalation and handover to other service levels; Analysis of major incidents.