Requests & issues management
- Assess company’s technology needs
- Record key issues and requests impacting business activity. Not about daily incidents
- Ensure that all IT issues are sent to Service Desk according to company’s guideline
- Setup issues, priorities according to business’ objectives
- Identify resources and teams in charge of providing solutions
- Ensure proper follow-up and good execution of the demands
Stakeholder’s management
- Develop knowledge of business organization and processes
- Develop closed relationship with the business
- Identify key stakeholders needed in his job and develop closed relationship with them
- Develop knowledge of IT organization and capabilities
- Develop closed relation with all technical teams : TCS, Application Team, Procurement
- Work closely with West Africa IT Manager
Service execution monitoring
- Monitor key issues handling by Service Desk and follow-up resolution
- Discuss with resources and team assigned to issues and push for resolution
- Report execution status and difficulties to the business and to BRM in case of IT matters
- Facilitate deployment of services
Use support Monitoring
- Develop knowledge of company’s infrastructure
- Develop expertise on internal business applications and ERP (Wams). Get advanced knowledge to act as super-user
- Identify best resource to handle key incidents. Push for resolution
- Help IT remote team to solve network and application issues
- Ensure critical issues are quickly solved for business continuity
- Provide guidance to users on using IT systems usage
- Provide user training on IT system usage
- Provide metrics to measure user support
