ICT Service Delivery Officer

Job Purpose

The ICT Operations - Officer is accountable for delivering day to day ICT services against defined SLAs and in adherence with ICT policies and procedures.

Primary Objectives/Key Responsibilities

ICT Service Delivery

• Coordinate and ensure the fulfilment of user requests requested via the ICT Service Desk, related to ICT equipment and connectivity and other ICT services if required. Work with colleagues in ICT to ensure user requests are addressed satisfactorily and in a timely fashion. Follow processes and procedures related to ICT incident and service request management.

• Carry out ongoing communication with end users regarding service requests and incidents that they have raised on the ICT Service Desk.

• Ensure ICT activity related to Joiners/Movers/Leavers (JML) is completed and delivered in adherence to the Joiners, Movers Leavers policy and procedures. This includes ensuring coordinating and working with colleagues in ICT to ensure equipment is ready and prepared for new joiners and that equipment is collected when people leave.

• Ensure sufficient stock of ICT equipment and devices exist to meet demand. Ensure the Hardware and Software ICT Asset Register is maintained and up to date and in adherence to the ICT Asset Management Policy and Procedures. Liaise with Finance to ensure reconciliation between the ICT asset register and the Finance asset list.

• Ensure any assigned audit and risk recommendations are implemented on time.

• Participate in the development and update of ICT policies and procedures available in the IT Service Management System (ITSMS) and ensure that they are implemented and followed at an operational level.

Vendor/Contract & Relationship Management

• Ensure service delivery KPI's are in place for relevant ICT service providers and that the vendors performance is actively monitored again KPI's.

• Manage and liaise with vendors in relation to ICT equipment (laptops, phones, docking stations, headsets, accessories etc.); and connectivity (broadband, mobile, fixed lines etc.) ensuring equipment and services are ordered, delivered and fulfilled as expected.

• Escalate issues and risks related to vendor performance that may impact agreed deliverables.

• Proactively engage and partner with colleagues in ICT and staff in our business Divisions on relevant ICT activities, particularly those delivered by our vendors.

Finance, Procurement and Budget Management

• Carry out budget and finance activities for the ICT Division, including planning, forecasting monitoring, requisitioning and invoicing.

• Use our Finance system to raise requisitions and certify invoices.

• Prepare relevant reports and attend quarterly Finance/Procurement status meeting if required.

• Contribute to requests for tender for ICT equipment and services and manage the procurement process if requi