
Leading ICT Service Centre
1 day ago
The ICT Service Centre Knowledge Manager plays a crucial role in providing expert advice and training to ensure high-quality, consistent and timely technical response, support and solutions.
As the leader of the ICT Service Centre Knowledge Management system, you will be responsible for managing the functions of the service centre and implementing strategies for continual improvements in operational effectiveness.
The ideal candidate will have high-level technical Service Centre experience in a large, complex ICT environment and be proficient in using ITSM tools such as ServiceNow.
You will also lead and deliver an ITIL approach to Service Centre support, monitor performance, quality and completeness of issues, and foster positive end-user relationships that drive customer satisfaction.
This role may require work to be performed out-of-business hours and in response to crisis management in support of operational employees who play a vital role in providing emergency response and public safety capability.
Key Responsibilities:- Lead and manage the ICT Service Centre Knowledge Management system
- Implement strategies for continual improvements in operational effectiveness
- Monitor performance, quality and completeness of issues
- Provide expert advice and training to ensure high-quality, consistent and timely technical response, support and solutions
- High-level technical Service Centre experience in a large, complex ICT environment
- Proficient in using ITSM tools such as ServiceNow
- ITIL 4 Foundations certification
- Sound understanding and familiarity with Knowledge-Centered Support (KCS) principles and practices
This role offers the opportunity to work in a dynamic and fast-paced environment, with a focus on delivering high-quality services to customers.
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