Zentrales Dispatching Konzern
Core
Central IT dispatching and service management for a public sector IT department, prioritizing incidents and assigning tickets to support teams.
Role type
IT Service Desk Dispatcher / ITIL Process Owner
Builds
IT service operations and incident resolution workflows for a public administration
Domain
Public Sector IT / IT Service Management
Deliverable
dashboards & analysis
Required skills
IT Service Management (ITIL), Ticketing Systems (OTRS), Incident Management, Change Management, Problem Management, Service Level Management, Configuration Management, MS Office, Data Analysis
Preferred skills
IT Security, Quality Management
Responsibilities
Prioritize and categorize IT incidents and service requests, Qualitative review of ticket documentation, Assign tickets to support levels, Ensure implementation of ITIL processes, Analyze service metrics and derive optimization measures, Create management reports and conduct service reviews