Information Technology Support Manager
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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.
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