Job Description

Responsibilities



  • Resolve user issues efficiently and comprehensively, ensuring permanent resolution wherever possible

  • Address incidents proactively, prioritising business impact and service improvement rather than relying solely on SLA timelines

  • Monitor trends in incidents and service requests, identifying root causes and implementing proactive remedial solutions

  • Ensure full alignment with IMACD (Install, Move, Add, Change, Dispose) requirements and processes

  • Administer and manage all systems in accordance with established standards, policies, and governance frameworks

  • Ensure operating system and application updates are deployed consistently across all supported systems

  • Collaborate with cross-functional teams across Problem Management, CMDB, and Change Management to drive continuous service improvement

  • Identify inefficiencies in processes and workflows, and implement pra...

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