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Incident Management Executive (SDA) - IT Services

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Brief description :

The Service Desk team is the single point of contact between the Alamy IT Services team and the end users reporting issues and requiring technical assistance. The service desk admin (SDA) is responsible for overseeing the day-to-day activities of IT service-desk operations to ensure users and business teams receive the support they require.


Incident Management Support 

  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Own change management and incident review meetings.
  • Communicate with users to keep them informed of progress, impending changes, agreed-on outages, and other such notifications. Incident Logging and Categorization.
  • Proactive response to alerts and event through monitoring systems.
  • Maintain an accurate and up-to-date log of each incident that is reported, including the category/type of incident.
  • Follow-up for customer updates and record the information.
  • Resolve the incident on the first call and restore service as quickly as possible whenever/wherever its applicable.
  • React by rapidly escalating the issue, recruiting 2nd/3rd-level support if needed and issuing timely communications and status updates to users/Incident Manger/to the business.
  • Maintain technical documentation and service catalogue on the installation of software, the configuration of hardware.
  • Report repeated incidents to the problem management team for root cause analysis.

Preferred skills

Technical skills

  • Proven experience (1 - 2 years) as a help desk technician or other customer support role or tools is mandatory.
  • Excellent time management aids and should be able to set priorities when covering multiple issues.
  • Organize and prioritize incidents based on the level of disruption that they cause.
  • Good understanding of computer systems, PC repair, and network management, remote support tools.
  • Ability to diagnose and resolve basic technical issues is an added advantage.
  • Basic knowledge of IT security.

Personal skills

  • Passionate about Operational IT and how technical solutions add value to the business
  • Good written and spoken English and can confidently communicate with all areas of the business.
  • Relishes the challenge of complex problem solving.
  • Adaptable and willing to get involved in all tasks of the Service Desk.
  • Has keen interest in new technologies.
  • Customer-oriented with the ability to handle different people personalities.
  • Ability to clearly comprehend the issues being reported and understand the big picture for a timely resolution.