Our digital and data team make sure that our live IT systems and services across the business are fully optimised, ensuring systems integrity, availability, and continuous improvement.
In this role, youll assist in the alignment of ICT systems and services in accordance with ITIL best practice guidelines, and act as an ambassador to maintain and increase the effectiveness, efficiency, and adoption of these best practices.
What you will be doing.
1. Efficiently coordinate and analyse service desk calls covering Service Requests, Incidents, Changes, and Problems, promptly addressing inquiries.
2. Assist in implementing ITIL practices to improve Digital and Data services and best practice aligned with ITL standards.
3. Participate in the updates and management of the Service Portfolio and Service Catalogue.
4. Provide support in managing Major incidents by taking timely actions, engaging vendors to identify root causes, and defining remedial measures (problems, prevention, avoidance).
5. Collaborate with the ICT Change Manager to facilitate an efficient Change Management process - covering recording, evaluation, authorization, prioritisation, planning, testing, implementation, documentation, and review, minimising unforeseen impacts on production services and business risk.
6. Assist in planning and overseeing the movement of releases to test and live environments.
7. Contribute to process design, constru...