Tamheer - Service Management

Role Purpose

This position is designed to uphold the highest standards of IT service delivery by implementing and managing ITIL-aligned processes and services. The successful candidate will ensure seamless day-to-day business operations by adhering to defined Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). The role demands a proactive approach to service management, technical coordination, and meticulous documentation to support organizational efficiency and reliability.

Key Accountabilities

The core responsibilities of this role include:

• Service Management & IT Service Management Projects:
  • Manage and process incoming service requests and incidents through the designated IT Service Management (ITSM) tool.
  • Collaborate closely with technical teams to ensure timely resolution of incidents within agreed-upon timelines.
  • Accurately record, update, and close service tickets with comprehensive and clear documentation.
  • Serve as the primary point of contact for end users, delivering consistent updates and guidance regarding their requests or incidents.
• Availability Management:
  • Provide immediate support for critical router configuration requirements as needed.
  • Conduct structured monthly and quarterly review sessions to assess system performance and service health.
  • Perform on-site visits whenever necessary to address operational or technical challenges.
  • Ensure all assigned tasks are reported and closed in a timely manner.
• Response Time & On-Call Rotation:
  • Deliver an immediate response for critical incidents to minimize operational disruptions.
  • Adhere strictly to agreed SLAs for standard service requests and activities.
  • Participate in an on-call rotation schedule, if applicable, to guarantee continuous and uninterrupted IT support.
• Network & Operational Tasks:
  • Demonstrate a strong grasp of wireless security protocols, including WPA2 and WPA3, as well as SSID configuration and MAC filtering techniques.
  • Possess advanced documentation skills with hands-on experience using Microsoft Excel for data management and reporting.
• Asset Management:
  • Monitor software utilization to ensure full compliance with licensing agreements and regulatory requirements.
  • Verify that all IT assets are properly tagged and recorded in the asset management system.
  • Maintain accurate and up-to-date records of warranties, service contracts, and support agreements.

Skills & Competencies

To excel in this role, candidates must possess the following skills and attributes:

• A foundational understanding of IT Service Management (ITSM) principles and best practices.
• Proficiency in using service ticketing systems to manage and track service requests.
• Exceptional communication skills to interact effectively with both technical teams and end users.
• Strong time management and organizational abilities to prioritize tasks and meet deadlines.

Education & Qualifications

Applicants should meet the following educational requirements:

• A Bachelor’s degree in Computer Science, Information Technology, or a closely related field.