IT Service Desk Incident And Request Coordinator

AYA Bank

Kyauktada | Yangon

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IT Service Desk Incident And Request Coordinator

AYA Bank, Kyauktada | Yangon

IT Service Desk Incident And Request Coordinator

AYA Bank

IT Service Desk Incident And Request Coordinator

AYA Bank

Myanmar - Yangon

Kyauktada | Yangon

27 Apr 2023

Experience level

Manager

Job Function

IT Hardware, Software

Job Industry

Banking/ Insurance/ Microfinance

Min Education Level

Bachelor Degree

Job Type

Full Time

Job Description

A Big Opportunity for ...

Ensures that activities within the Incident and Service Request processes are being performed at a high level of quality and that it meets its associated Service Level Agreements
Involved in the incident coordination relationship with relevant IT team and HO/branch’s users.
Able to triage and identify ambiguous incidents or request for immediate coordination and resolution.
Responsible for ensuring accurate ticket assignments to Service Assignment Groups
Responsible for communicating with the Service Desk (Level 1) and Level 2, IT Infra supports, IT Application Supports, Operations Supports, and users to ensure proper recording of incidents and Service Requests
Determines if an incident or request needs to be escalated according to established priority and severity criteria.
Ensures that Incidents and requests assigned to all Assignment Groups are resolved and that service is restored and/or provided.
Follows up and works with IT support personnel, HO/Branch’s users, business users to ensure aging incidents are resolved quickly.
Provides a point of contact to users to clearly communicate progress and develops improvement plans.
Reviews and verifies established SLAs, Incident and Service Request reporting, including volumes and trends.
Monitors the Incident and request queues, and reviews assigned workloads in their respective queues to ensure that SLAs are met.
Identifies Incidents for review and participates in Root Cause Analyses for Major (P1/P2) Incidents.
Escalates all process issues and improvements to IT Service Desk Lead and/or IT Leadership

Open To

Male/Female

Job Requirements

Minimum degree, or equivalent is required.
Minimum 1 years’ experience as IT Service Desk Analyst and Incident/Program/Request Coordinator
Training and working knowledge of ITIL-based service delivery and continuous improvement processes
Minimum of 1 year’ experience using the Incident, Service Request, Change, Problem, CMDB and Reporting Management modules, workflows and functionality is required.
Excellent customer service ability in IT domain
Excellent interpersonal communications skills in working with external and internal users that are experiencing issues
Demonstrated knowledge of required collaboration, communication, coordination, and prioritization of incidents and requests from external and internal users and Service Providers
Working knowledge of Microsoft Word, Excel, PowerPoint, and SharePoint required
ITIL (4) Foundation certification preferred