Required skills
analytical skills to analyse current system practices and system composition and to suggest improvements to them, as part of the development of strategic initiatives
change-management skills to maintain the continuity of IT operations and business functions, in carrying out system upgrade in its service levels, or repair or replacement of equipment or software
communication skills to:
liaise with customers in the provision of customer services
provide information, report and make recommendations on new models of component maintenance schedules in response to pre-existing inadequate measures
initiative and enterprise skills to work as a team member in the development of solutions and goals of a non-routine or contingency nature
literacy skills to:
evaluate and present information
write technical reports for business, involving analysis and evaluation of information in such areas as maintenance schedules for IT equipment, level of service required, SLA, cost and viability, response time levels, escalation procedures with clients, warranty conditions with suppliers, and presenting proposals for improvements to the servicing system in general
planning and organisational skills to contribute to maintenance and continuity of IT operations and business functions
problem-solving skills to participate in development of maintenance strategies
technical skills to determine level of support to a client.
Required knowledge
client business domain and of the features of the IT system that support the client's business activity
current industry-accepted hardware and software products, such as help-desk software, including:
database for storing hardware and software details
product warranty and service difficulty records, such as repair, replacement and reconfiguration
help desk and maintenance practices, including general composition and operation of information database for tracking hardware, software and operational issues
how the system has been set up to process data and what data elements are stored
quality assurance practices with reference to maintenance, warranty and repair of network equipment and software
relationships between the stakeholders and the service provider.