IT Senior Service Delivery Officer

Department: IT

Position: IT Senior Service Delivery Officer

Location: Reko Diq SITE Balochistan

Qualification:

• Bachelors degree preferred.
• CCNA, O365, ITIL certification will be preferred

Experience:

• Minimum 4-5 years of relevant experience.

Requirements:

• English language proficiency is required with good communication, interpersonal and pressure handling skills.
• Strong understanding of IT systems, applications, and network infrastructure.
• Proficiency in system monitoring and resource utilization analysis.
• Familiarity with asset management systems and warranty transaction processes.
• Experience in managing IT incidents and service requests using ITSM practices.
• Ability to analyze complex technical problems, identify root causes, and implement effective solutions.
• Capacity to track trends and monitor systems to anticipate and address issues proactively.
• Ability to manage multiple incidents, service requests, and system changes simultaneously.
• Strong analytical and troubleshooting abilities, with a focus on resolving issues quickly and efficiently.

Responsibilities:

• Provide IT Support to RDMC users.
• Provide technical assistance to end users on IT systems and applications, troubleshooting issues and answering queries.
• Monitor system capacity and resource utilization, identifying potential bottlenecks and proactively addressing them.
• Assist in warranty transaction of IT equipment and maintain IT Assets/Equipment database.
• Documents, tracks and monitors the problem to ensure a timely resolution.
• Investigate, diagnose, and resolve IT incidents promptly, escalating issues as necessary, and updating users on progress.
• Identifies, researches, and resolves technical problems and assist in development and enhancement of IT systems.
• Coordinate and manage changes to IT systems, including testing, communication, and implementation, to minimize disruption.
• Strong understanding ITSM frameworks like ITIL to manage and improve service delivery.
• Developing and conducting training for users and newly hired staff.
• Analytical skills to identify trends and root causes of issues.
• In addition to all specific tasks mentioned above, he/she should be able to perform any other helpdesk function that may be required by the company from time to time.
• Proven experience in managing incidents, service requests, and changes.