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Change Management and ServiceDesk Agent

Job Ref
276415
Job Type
Contracting
Employer Type
Recruitment Agency
Date Added 19 Oct 2017
Expiry Date 3 Dec 2017
* There have been 21 applications to this job.
* This job has been viewed 2867 times.
Employer:
Datacentrix

Location:
South Africa

Salary:
Negotiable

Benefits:


Role details:
We are looking fora process driven, disciplined Change Management and Service Desk Agent to join our dynamic team. Theincumbent is required to follow procedures and protocols.
- - - - - - - - - - - - - -
Requirement:

ITIL Foundation

Matric


Change and Release Management Coordinator

Main point of contact for Changecommunication, ensuring that all Stakeholders are aware of the high level and product specificplanning, scheduling coordination and communication of Changes
Identify potential risks prior to a deployment and ensured that allnecessary checks were carried out before approval was granted
Design and implemented efficient procedures for the distribution andinstallation of Changes to IT Software and Hardware
Accept Change handover (ensured Change handover knowledge was transferred betweendevelopment teams, operational teams and service Management teams)
Ensure all Change documentation and information were produced anddistributed appropriately to ensure products were able to be fully Supported post launch
Ensure that known issues are addressed and problems areescalated appropriately during the planning and rollout of upgrades and Changes
Analyse incidents/problems registered by the service desk toensure future Changes incorporate appropriate responses to those incidents and problems
Work with the Change Manager to ensure that Hardware andSoftware Changes were auditable and that only correct, authorised and tested versions of Softwarewere installed
Provide input to SLAs and KPIs forservice Management monthly internal reporting
Champion service and delivery Management processes and ensured that delivery principles andprocesses were established and adhered to
Encourage teams to use it by demonstrating best practice, training and information spreadingto other Stakeholders
Ensure that key Stakeholderswere kept informed through the service and Change lifecycle and that expectations weremanaged
Worked with product development teams tocapture Software all Infrastructure Change requirements and advised on implementation
Report to the operations leadership on Change trends andevents within the organisation that had an impact on business operations
Plan Change implementation across all environments (planned, scheduled,coordinated and managed end to end movement of all Changes through the development lifecycle to thelive environment)
Work with Product and ProjectManagers to ensure that Hardware and Software Changes were auditable and that only correct,authorised and tested versions of Software were implemented into production
Oversaw the rollout of Software and related Hardware and maintained alist of critical applications

 
Service Desk Operator

Ensure internal Help Desk calls wereLogged correctly on Solve Direct
Attend toincoming voice and email calls by listening attentively to the Customer, determined Customer needsand Logged calls on the call Logging System accurately
Efficient and effective Logged and allocated incoming calls within the agreed time frame,assisted Engineers and involved parties in ensuring all calls were attended to andclosed
Update User information on the call LoggingSystem to ensure an up to date database
Ensuredthat all calls were Logged within the Call Logging System as per the required operationalprocesses
Adhere to correct procedures as per theService Desk Operational manual and escalated as and when required
Follow up with Customer's and ensured that the Customer surveys werebeing completed in conjunction with the Customer
Troubleshoot calls and updated the call with the relevant information in order to assist theteams with resolution thereof
Ad hoc projects andtasks as requested by superiors
Manage Useraccounts on the Active Directory on the company Server (added, modified and deletedaccounts)
Support the exchange Server (createddistribution groups and User emails)




 
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