Executive - IT Infrastructure Planning & Operations in Sri Lanka at Dialog

Executive - IT Infrastructure Planning & Operations

Dialog

| 2023-05-21

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Analyse trends of IT issues, service requests and access requests.
Management of IT Service Desk technical team, ensure timely availability of staff, ensure staff performance up to defined targets and attending and coordinating P1 incidents.
Follow ups on Change and problem management tickets ensuring timely closure.
Generation and circulation of reports requested by the management to comply with the information security requirements.
Management and administration of ITSM Tool.
Ensure professional and effective responses to calls, e-mails, SMS and incidents logged on the Service Desk tool.
Diagnose and solve problems related to IT users and systems, including printing, application errors and network failures.
Active Directory, Microsoft Exchange and Office365 User Management.
Work on 24 X 7 on call roster basis to ensure consistent service delivery to users.
Provide second level remote support and manage VIP Hotline.
Effectively escalate issues to the next level of support, when required.
Aid in the installation, configuration & upgrading of computer hardware software and communication equipment.
Help with IT training for employees to enhance their work productivity levels.
Diagnosing and solving problems related to IT users and systems, including printing, application errors and network failures.
Documentation and update of set process documents in regular intervals.