TUS Airways is inviting candidates to submit their CV applications for the following position which must fulfil the requirements below:

IT Service Desk Analyst

Working in an operation/support environment, resolving complex issues raised internally, the IT service Desk Analyst is responsible for analysing incidents and making recommendations to the technical team that will help reduce the number of recurring incidents, as well as to ensure that IT service operations remain within agreed service levels and minimize the adverse impact on business operations by proactively monitoring identifying and highlighting issues and risks.

Duties and Responsibilities:

• Addresses customer issues and resolves incidents and problems to provide a superior service to our customers both internal to TUS AIRWAYS and external to the Group. Ensuring that the service provided is in line with the specific qualitative and/or quantitative targets and Key Performance Indicators (KPIs).
• Receives, classifies, registers, monitors, prioritizes, escalates and follows-up as a first point of contact on requests for technical assistance from users.
• Initiates and facilitates the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management.
• Analyzes trend of reported incidents related to various technology and platform and provide solutions to our customers enabling them to resume their work with a minimum disruption and within the agreed Service Level Objectives, KPIs and targets set.
• Coordinates with application vendors and service providers (both TUS AIRWAYS teams providing a service and external organizations like SITA, BT, etc.) to ensure both the quick resolution of incidents and problems and the smooth running of our departmental and global operations
• Drives Continuous Improvement by proactively identifying & highlighting issues and risks that may impact the services provided by TUS AIRWAYS .
• Follows process & procedures in line with the TUS AIRWAYS policies. Carries out knowledge transfer sessions within the team thus encouraging the culture of continuous learning & knowledge sharing.
• Provides input to and co-ordinates with technical teams to reduce number of recurring incidents (including security threats), to increase system availability and to reduce business impact in case of system failure as well as provide feedback to improve the automation of root cause analysis within the monitoring tools.
• Follows-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment.
• Provides relevant feedback to technical, application and project team's developers to ensure fast incident/problem resolution.
• Ensures large deployment projects and upgrades are carried out using best practices as outlined in the departmental Work Practices.
• Managerial Escalations – escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g., Service Manager, Account Manager).

Requirements and Qualifications

• 5+ Years of experience on same position or equivalent
• Experience in Information Technology, specialist technical experience within an IT operational based environment Knowledge/skills:
• Extensive proven experience in systems, operations and environments of a similar size and complexity
• Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources
• Technical & Professional Certifications (MCSE, MCP, ITIL foundation etc.) will be an added advantage.
• Experience of delivering a high level of technical services.
• Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques Leadership Role

Candidates interested in applying for the above position should submit their CV applications with supporting documentation through our website at Exelsys - Online Job Application (exelsyslive.com) by 20th February 2023. All applications will be handled in confidence.