Job Description
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Job Description
We are seeking a highly motivated IT Service Management (ITSM) Coordinator to oversee and prioritise Ivanti ticket management within the CST Tech Ops team. This role is crucial in ensuring efficient resolution of technical issues while optimising response times and maintaining service excellence. The successful candidate will be responsible for managing key performance metrics, workload distribution, and cross-team collaboration to enhance delivery and make our process’ more efficient.
* Oversee and prioritise Ivanti tickets for CST Tech Ops to ensure prompt resolutions communicating goals and deadlines to team members.
* Monitor and analyse key performance metrics to boost response times and optimise ticket resolution rates.
* Manage the teams workload to ensure that user service is restored as quickly as possible.
* Collaborate with other CST teams to streamline ticket management and ensure timely resolutions.
* To proactively manage the complete ITSM workload including the Network, Wintel and UNIX systems, Web Access, VPNs and firewalls.
RESPONSIBILITIES AND DUTIES:
1. Assist...