IT Application Helpdesk

Roles Responsibilites:

Strong business relationship management capabilities

Strong experience in incident management, change management, and problem management processes

Knowledge of IT service management frameworks, such as ITIL

Strong knowledge of structured query language (SQL) and expert on XL sheets functions

Strong in Vendor management

Strong in Team management

Loan originating system (in lending Business) knowledge will added advantage

Ensure IT app helpdesk-related incidents, problems, and changes are managed and resolved in a timely and effective manner

Ensure the identification, documentation, and implementation of service requirements to improve the efficiency and effectiveness of IT service delivery

Develop and manage IT app helpdesk-related budgets, including resource allocation and procurement of tools and technologies

Conduct regular assessments of IT app helpdesk processes and tools to identify opportunities for improvement and ensure continuous improvement of IT services

Collaborate with cross-functional teams to ensure alignment and integration of ITSM with other IT service delivery functions

Manage risks associated with all scheduled hardware/software implementations

Provide regular status updates on IT app helpdesk-related initiatives and projects to senior management and other stakeholders