ITSM Analyst

Help Desk Advanced (HDA):

• Oversee day-to-day operations of the Help Desk Advanced team, ensuring timely resolution of incidents and service requests.
• Implement ITIL best practices for Incident, Request, and Problem Management.
• Monitor SLA compliance and escalate issues as needed.

Configuration Management Database (CMDB):

• Maintain and update CMDB records to ensure accuracy and completeness of configuration items (CIs).
• Define and enforce CMDB governance policies and data standards.
• Collaborate with infrastructure and application teams to capture changes and update CI relationships.

General ITSM Responsibilities:

• Ensure alignment with ITIL framework and organizational ITSM strategy.
• Generate and analyze reports on Help Desk performance and CMDB health.
• Participate in continuous improvement initiatives for ITSM processes.
• Provide training and guidance to team m...