their queries and/or issues Manage Major Incidents by following major incident management process & communication (customers & internal management) Manage Service Desk tickets following ITIL guidelines as outlined in the Service Desk Call handling procedures or as directed by the Team Lead and Provide deeper analysis with some assistance from … from established procedures by performing a structured work assignment Use existing procedures to solve routine or standard problems Knowledge, Skills and Abilities: Knowledge of ITIL Service Management Excellent customer service skills Continues to build knowledge of the organisation, processes, and customers Use prescribed guidelines or policies to analyze, troubleshoot and … and prioritization skills Clearly client-oriented with a strong focus on quality and efficiency Ability to adapt 9-hour rotating shift schedule Knowledge of ITIL service desk & tool (ServiceNow, JIRA) Knowledge of air cargo industry an asset Languages: Fluent English (verbal and written); other languages considered an asset Has conceptual more »
documentation and knowledge articles to improve the IT Service Desk, including assessment of impact across or within services outside of the function. Follow the ITIL method of Service Desk to include: o Single Point of contact (SPOC) o Single Point of entry o Single Point of exit o Easier for … predicting trends based on reporting, performance, KPIs, SLAs and OLAs to enable delivery of high standard of service. To develop and maintain standards of ITIL compliance. Delivery of Service: To deliver Digital Services Service Desk services to the Digital Services department and Trust taking ownership and resolving requests in line … processes, and ensures that they are properly documented in the business justification. IT Security: Assist in the adoption of good practice in-line with ITIL, Information Governance Toolkit and CfH recommendations for IT Solution procedures and practice. Report and record breaches of security to the Trusts Data Protection and IT more »
Job summary The Asset, Quality and Contracts Manager falls within the Digital Services Service Management department within Digital Services which follows the ITIL standard of Service Management, empowering technology, and process to ensure the users have the best possible experience and outcomes, both externally and internally for the staff within … giving you the very best of good work life balance. About us Service Management falls within the Digital Services Service umbrella, which follows the ITIL standard of Service Management, empowering technology and process to ensure the customers have the best possible end result. You will be a senior technical influence … Digital processes and policies in conjunction with the Head of Information Governance Drive excellence through Quality Assurance Assist in the development and maintenance of ITIL compliance. Report and Records breaches of security to the Trust's data protection and digital services security lead Adherence to all Trust Policies and Procedures more »
