It Service Officer ( Banking, Insurance & Financial Industry)

In today's digital age, where technology is essential to business operations, effective Information Technology Service Management (ITSM) is crucial for ensuring that IT services align with organizational goals and deliver maximum value. ITSM professionals play a vital role in managing the entire lifecycle of IT services, from planning and development to delivery and support. They bridge business needs and IT capabilities, ensuring services are designed, implemented, and managed efficiently to meet ever-evolving demands.

In this role, the staff will be responsible for managing the delivery of IT services to our clients, coordinating between various teams, and ensuring that all IT needs are met efficiently. The ideal candidate would have a strong technical background, excellent customer service skills, and a deep understanding of IT service management best practices.

This role is different from Customer Experience or Contact Center because they are not customer facing.

Responsibilities

· Working with IT Manager, develop and implement IT service strategies and plans.

· Manage and coordinate between various IT teams to ensure efficient service delivery.

· Monitor and analyze IT service performance and implement improvements where necessary.

· Ensure compliance with IT service management best practices and standards.

· Handle customer complaints and escalations.

· Develop and maintain relationships with key stakeholders and clients.

· Provide training and guidance to IT service management team members.

· Prepare reports on IT service delivery and performance.

Requirements

· Proven experience as an IT Service Officer or similar role.

· Strong knowledge of IT service management best practices and standards.

· Excellent customer service and communication skills.

· Strong leadership and team management skills.

· Good problem-solving and decision-making skills.

· BSc degree in Computer Science, Information Technology or related field.

· Certification in IT service management (e.g., ITIL) is a plus.

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