Industry
Consultancy — Telecommunication
Services
IT Business Process Analyst
Team leader with responsibility in process analysis and project management in the Service Desk environment.
Analysis and optimisation of IT flow with ITIL methodologies.
Duties:
- Group MVNO (Mobile Virtual Network Operator) team leader.
- Assigning work to team members to ensure timely and effective response to user needs.
- Monitoring Service Desk operations and escalated tickets to ensure issues are handled as expeditiously as possible.
- Improving the quality and efficiency of services (CSI).
- Identifying and monitoring of KPI and SLA.
- Writing procedures/checklists and updating support documentation.