IT Service Management Specialist

1 week ago

Lahore, Punjab, Pakistan beBeeServiceManagement Full time 800,000 - 1,200,000
IT Service Management Specialist

We are seeking an experienced IT service management specialist to join our team.

About the Role

The successful candidate will be responsible for managing the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services throughout the enterprise. Their main goals are to follow incident management protocols and restore IT services to normal operation as quickly as possible with minimal impact on the business or users, as well as to present technical-to-business reports to clients.

Key Responsibilities
  • Ensure incidents and resolutions are properly executed and documented.
  • Handle other projects/issues of low to medium complexity as assigned.
  • Communicate with clients and partners to ensure clarity and consistency in relaying operational hindrances via notifications.
  • Trigger and ensure management or technical escalation during crises, with follow-up and continuous communication. Debrief in real-time and report to management on incident resolution.
  • Provide technical and customer impact analysis for each incident to determine priority, escalate blocking issues, and collaborate with Service Management and Account Managers to guide technical teams.
  • Keep stakeholders informed on incident status through notifications.
  • Follow SLA requirements and aim for a short MTTR to minimize client impact.
  • Draft and deliver reports for both business and technical audiences.
  • Address desktop support issues, including application problems and applying updates and fixes.
Required Skills and Qualifications

To succeed in this role, you will need:

  • Bachelor's Degree or higher in Information Technology, Computer Science, Software Engineering, or related fields.
  • Experience in ServiceDesk, Access, Incident, Change, Problem Management, and IT Infrastructure is preferred.
What We Offer

We offer a competitive compensation package and opportunities for professional growth and development.

How to Apply

Please submit your resume and cover letter to apply for this position.

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