Key Accountabilities:
- Collect data on ticket routing, resolution times, and service level compliance.
- Perform initial analysis of IT performance data to identify trends and patterns.
- Help generate regular reports on IT service performance and project statuses.
- Prepare documentation and presentations for internal review.
- Assist in updating and maintaining dashboards for real-time IT service monitoring.
- Ensure that all dashboards reflect accurate and current data.
- Work with IT teams to collect information and respond to inquiries about service performance.
- Support the IT Performance and Reporting team with administrative tasks related to performance tracking and reporting.
Key duties:
- Maintain proper records and documentation of IT performance analysis.
- Assist in quality checks of data and reports to ensure accuracy and consistency.
- Report any discrepancies or anomalies to senior analysts for resolution.
- Work closely with the IT support teams, operational leads, and other departments to facilitate effective service management practices
- From time to time, may be required to work extended hours to achieve immediate business driven results
