Senior Specialist, Digital Operations - Service Desk
Corporate Enablement | Digital Services & Solutions | Grade 3
Competencies
Hover on any of the competencies below to view a detailed description.
Core Competencies
Proficiency Levels
Intrapreneurship
Critical Thinking and Data-Driven Decision Making
Facilitates Collaboration and Influence
Learning Agility
Digital Savviness
Results-Driven Outcomes
Public Service Excellence
Leading Change
Technical Competencies
Proficiency Levels
Design Thinking Practice
Intermediate
Agile Methodology
Intermediate
Application Development and Integration
Advanced
Security Breach Incident Management
Advanced
Infrastructure Deployment
Advanced
IT Management
Expert
Potential Movements
Corporate Enablement
Digital Services & Solutions
3
13 Lateral Movements
Key Accountabilities
- Develop service desk processes, standard operating procedure and practices, troubleshooting guides, and FAQs and establish service level management practices to effectively set performance standards in an SLA driven environment.
- Track and monitor key operational metrics and evaluate performance of service delivery through all channels to manage capacity planning for service desk operations and ensure customer excellence.
- Serve as a subject-matter expert to provide support and resolution for escalated IT/Technical assistance and manage high priority incidents to ensure all operational lapses are addressed with mitigation plans in place to prevent reoccurrences.
- Collaborate with network services, software systems engineering and / or application development in order to identify problems, restore services, and resolve technical issues.
- Identify patterns of reoccurring incidents and propose improvements for procedures and controls to enhance performance and improve end-user experience.
- Guide, develop and train the service desk teams to create a consistent user experience, including assurance that the service levels are achieved, effective and continuously improved to support the strategic and tactical business requirements.
Preferred Experience And Exposure
- Proven working experience in ITIL framework and Government Sectors, especially on Service Desk, Incident Management, Problem Management.
- Experience in IT technical troubleshooting, IT infrastructure, network management, virus detection and removal, security, backup and recovery solutions.
- Proficient working knowledge in platforms not limited to Windows, Unix, Linux, Mac OS X, iOS, Android, and network not limited to LANs / WANs / SANs, TCP / IP, VoIP, DNS, HTTP, Wireless / VPN Architecture, Cisco Routers & Switches, Firewalls, Cisco IOS, Active Directory Domain Controllers.
- ITIL Foundation Certification and Microsoft Certified Professional (MCP) is an added advantage.