Service Desk Subject Matter Expert - Altron Campus Woodmead Block C at Altron Bytes Systems Integration

Job Description

• We are looking for a Service Desk Subject Matter Expert to ensure successful operationalisation and offboarding of customer and business requirements into the Service desk environment based on best practice processes whilst adhering to contractual requirements. This position includes project and full operational documentation and must be delivered within agreed timeframes.

Key responsibilities:

• Significant knowledge of the operational configuration requirements of the Helix and Remedy platforms with tested knowledge and proof of successful implementations
• Very Good Communication (Written and Verbal) - Clear, concise, good command and conveyance of language
• Very Good knowledge of Technical Systems especially Visio, Remedy and Helix
• Very Good troubleshooting and problem-solving skills
• Good Interpersonal Skills
• Strong influencing and conflict resolution skills.
• Excellent prioritisation skills.
• Self-Motivated and disciplined.
• Ability to work independently and within teams.
• Ability to impart and share knowledge and skills.
• Ability to work in a fast-paced environment and under pressure.Use sound project tasking principles to implement good practices in the overall service desk environment.
• Standardise the Remedy system driven process cross all customers with as little as possible exceptions in the operational phase.
• Manage overall service desk related transitions on a technical and operational level – within the agreed time, budget and quality expectations.
• Implementation of new services on a technical and operational level
• Offboarding of services on a technical and operational level.
• Ensure that Service Desk Service Levels can be accurately measured through implementation design
• Document Business requirements in process flow software to accurately capture the tasks related per service line
• Completes reasonability testing and information validation prior to go live of any project
• Ensure that standard service desk processes are implemented and trained before the hand holding phase
• Raises and tracks issues and conflicts, remove barriers, resolve issues of medium complexity involving stakeholders and escalate to appropriate level when required
• Assesses a variety of situations and provide clarity to the Service Desk management team
• Establishes and maintains credible, professional relationships with Service Desk management, internal business lines, and external vendors
• Focus on the implementation of continuous improvement initiatives that would require a project to implement in the environment of the Service Desk
• Performs technical due diligence of prospective customers
• Responsible for identifying related reporting requirements
• Responsible for the Service Desk Business Continuity Plan and subsequent test results
• Participate in Remedy system changes
• Participate in Telephonic system changes and determine and manage the potential impact on the Service Desk
• Works closely with Senior Operations Manager on other special planning and departmental projects
• Oversees and reports weekly, monthly, quarterly, and annual metrics
• Collaborates with other Service Desk Managers and Team Leaders to ensure seamless business execution, reinforce positive morale, and uphold company values.
• Stays up to date on industry regulations, trends, and technology
• Anticipates and tracks operational and tactical risks and proposing possible technical solutions for risk mitigation
• Facilitate the involvement of key role players in long-term planning, project status reporting, and implementing change control processes

Requirements for success in this role are:

• ITIL V3 Transition Management
• ITIL V3 continual service improvement management
• ITIL V3 Operations management
• ITIL v4 Foundation Certification
• Comptia Project +
• SIAM Certification
• Agile BA Certification
• Service Desk Institute Support Centre Manager Certification

Experience requirements are:

• 15 years experience in IT Service Desk supporting functions
• More than 10 years expert experience in service desk implementations, transitions and decommissioning

Education

• National Certificate Level 4 (N4) / Grade 12 (Required)