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IT Service Management Specialist

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BMIT is currently looking for an IT Service Management Specialist to join the Company’s Customer Success Department. This role entails planning and executing activities related to the design, integration, implementation and operations of internal and client’s infrastructure systems, business support systems or operational support systems.

Main duties:

  1. Act as a Service Management Specialist to assigned Customers;
  2. Project Manage assigned projects, making sure they are delivered on time, within budget and to the complete satisfaction of the Customer, both at Customer premises or within the Data Centre;
  3. Carrying out requirements definition of assigned projects;
  4. Manage a portfolio of Customers on a 24x7 basis by being on call;
  5. Build strong and positive relationships with Customers at various levels;
  6. Build and document knowledge about the Customer's business and technical setup;
  7. Ensure Customers’ support tickets are resolved in a timely and professional manner and comply with agreed Service Level Agreements;
  8. Implement technical standards, documentation and quality assurance procedures, in line with internal guidelines and current international industry practice for the team in order that solutions delivered are consistent;
  9. Review the status reports of team members and address issues as appropriate so as to mitigate team conflict and communication problems;
  10. Keep track of lessons learned and shares those lessons with team members;
  11. Prioritise work load and ensure that resources are channeled into the correct areas;
  12. Work with sales team to produce reports/documents as requested;
  13. Improve Customer experience;
  14. Ensure that incident reports are issued within forty-eight [48] hours from resolution of incident;
  15. Liaise with peers in other sections within the Company or with 3rd-parties such as service providers and suppliers as may be required.

The chosen candidate must have the following:

  • Minimum Higher national diploma in IT or Management;
  • Excellent communication and management skills;
  • Ability to work under pressure;

      and also ideally have:

  • Project management experience;
  • IT industry certifications such as CCNA, MCSA, LP101;

 

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