IT Service Delivery Executive / Lead

Position: IT Serivce Delivery Manager

Company: Serikandi Group of Companies

Reporting to: IT Service Delivery Manager

Role Summary:

Responsible for managing the IT helpdesk function, receiving all IT enquiries, logging and assigning tickets, monitoring progress and ensuring communication and closure of incidents and service requests.

Key Responsibilities

Helpdesk Ownership & Ticket Intake:

Serve as the central point of contact for all IT enquiries and complaints.

Receive requests via helpdesk system, email, phone or walk-in.

Log, categorise and prioritise all IT tickets.

Generate ticket/reference numbers and acknowledge users.

Ticket Assignment & Coordination:

Assign tickets to IT Service Desk Analysts.

Provide instructions and required information.

Monitor ticket progress and follow up until closure.

Escalate critical incidents to the Manager.

User Communication & Service Monitoring:

Provide status updates and manage user expectations.

Obtain user confirmation before ticket closure.

Maintain service records and documentation.

Reporting & Continuous Improvement:

Prepare weekly and monthly helpdesk reports.

Track response time and resolution performance.

Identify recurring issues and recommend improvements.

Vendor Coordination Support:

Coordinate vendor visits and external support.

Follow up on third-party service cases.

ISO 27001 & Governance Support:

Ensure helpdesk processes comply with IT policies.

Maintain documentation required for audits.

Monitor adherence to IT procedures.

Support IT risk tracking and security awareness campaigns.

Information Security Responsibilities:

Follow information security policies and report incidents.

Support internal and external audit preparation.