Meticulous document keeping and organization, including asset management records, project documentation archives, IT procurement documentation, minutes of meetings, and other IT documents.
Ensuring all IT documentation adheres to established Policies, Standard Operating Procedures (SOPs) and fulfills audit compliance requirements.
Implement and maintain a well-structured system for organizing and storing all IT-related documentation.
Ensure efficient collection, storage, and retrieval of documents for easy access by authorized personnel.
Develop and implement document control procedures to track versions and changes.
Maintain an accurate and up-to-date inventory of all IT assets.
Oversee the entire lifecycle of IT assets, from procurement and deployment to maintenance and disposal.
Implement procedures for asset tracking, maintenance, and disposal.
Work closely with procurement to ensure efficient asset procurement and deployment.
Creating and maintaining high-quality technical documentation, including IT policies, procedures, standard work instructions, request forms, user manuals, user guides, and many other IT documents.
Demonstrating strong conceptual understanding of IT processes and the ability to translate complex technical information into clear and concise writing/documentation.
Ensure documentation is regularly updated to reflect changes in processes and systems.
Collaborating with IT teams to gather information and ensure accuracy and completeness of documentation.
Manage and maintain comprehensive service desk documentation, ensuring all service requests and incidents are accurately recorded, tracked, and resolved.
Monitor the lifecycle of service tickets, from initiation to closure, ensuring timely resolution in accordance with established SLAs.
Develop and implement processes for incident documentation, ensuring that all incidents are logged, analyzed, and used to improve future IT operations.
Provide regular reporting on service desk performance, identifying trends, and recommending improvements to enhance service quality and user satisfaction.
Qualifications
Bachelor's degree in Information Technology, Computer Science, or a related field.
10+ years of experience in IT operations or a similar role.
Strong knowledge of IT infrastructure, system and operations.
Excellent documentation and technical writing skills.
Proficiency in IT asset management tools and document management systems.
Familiarity with ITIL framework and IT service management principles.
Strong analytical and problem-solving skills.
Strong understanding of ITIL best practices and ITSM processes. Certifications such as ITIL, CompTIA A+, or Microsoft Certified are a plus.
Excellent written and verbal communication skills.
Strong attention to detail and organizational skills.
Ability to work independently and as part of a team.
Willing to be placed in a banking or financial company.
