Primary Skills:
Solid knowledge of ITIL processes (Incident, Request, Problem Management). 2. Experience with Service Desk operations and ticketing tools (ServiceNow preferred). 3. Excellent analytical and reporting skills. 4. Familiarity with QA methodologies and audit processes. 5. Positive communication and coaching skills.
Secondary Skills:
Positive understanding of Incident, Asset, Problem and Change Management (ITIL) 2. Knowledge of CMDB & Service Mapping