Information Technology Support Team Lead

Job Description

MAIN PURPOSE OF JOB

To provide first line support via the MCME ICT service desk or onsite at business unit level to resolve ICT technical problems for users and assign ICT tasks to the team to ensure appropriate distribution of workload and manage the team.

KEY RESPONSIBILITY AREAS

Identify and classify requests through diagnostic techniques and pertinent questions (Ivanti Neurons)

Determine the best solution based on the issue and details provided by customers

Direct unresolved issues to the next level of support personnel

Maintain service records and their resolution in the IT Service Management tool

Lead complicated technical issue resolution and participate and contribute towards small projects

Leading the Team and liaising with the internal stake holders and suppliers

REQUIRED EDUCATION

Bachelor Degree in Computer Science or ICT equivalent degree from an accredited institution

Certification in ITIL v3v3 / v4 Foundations

REQUIRED EXPERIENCE

At least 3 years’ experience in an ICT support service environment preferably in Healthcare Industry

REQUIRED JOB SKILLS AND KNOWLEDGE

First line hardware and software technical problem-solving skills

ITIL Service Management based skillset for Incident, Change, Problem and Request management

Customer relationship management

Verbal and written communication skills in English

IT service management tool