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Role Purpose
The Senior Officer – Service Desk Administration is a key technical and operational role responsible for supporting the management, administration, and delivery of IT service desk operations to enhance support for the company’s insurance operations. This position ensures the service desk provides efficient, high-quality IT support, resolves incidents promptly, and contributes to user satisfaction across all entities. The role encompasses operational support, process execution, user assistance, and corporate governance, while fostering a culture of responsiveness, technical proficiency, and customer focus.
Main Responsibilities
Service Desk Operations and Support
- Operational Support: Assist in managing daily service desk operations, ensuring 95% of incidents are resolved within SLA timelines.
- Incident Management: Handle escalated incidents and service requests, resolving 90% of assigned tickets within 24 hours and achieving a 90% user satisfaction rate.
- Process Execution: Execute ITIL-based processes (e.g., incident, problem, change management), reducing repeat incidents by 15% annually under the guidance of the Senior Manager.
- Tool Administration: Support the administration of service desk tools ensuring seamless functionality and integration with enterprise systems.
- Stakeholder Collaboration: Work with the Senior Manager – Service Desk Administration and business teams to address support needs, delivering measurable outcomes.
Service Desk Optimization and Performance
- Performance Monitoring: Monitor service desk metrics (e.g., first-call resolution, ticket closure rates), providing weekly updates to the Senior Manager with optimization suggestions.
- Process Improvement: Contribute to refining service desk processes, improving resolution times by 10% within 12 months.
- User Support: Provide high-quality support to end-users, ensuring 90% of queries are addressed within SLA timelines across all entities.
- Knowledge Management: Maintain and update service desk knowledge bases, ensuring 100% accuracy and accessibility for common issues within 3 months of updates.
- Scalability Support: Assist in scaling service desk operations to support a 20% increase in user base, targeting 1,000 users by 2027.
