Purpose: The IT Helpdesk manager is responsible for the design and day-to-day operation of our end customer IT helpdesk, including resolving Level 1 and 2 incidents and developing the knowledge base, adherence to ITIL processes and providing a superior level of customer service.
The primary focus of the IT helpdesk manager is to co-ordinate and facilitate the rapid resolution of incidents, providing business critical information and ensuring timely response to service requests impacting our end customers' business operations.
Create and maintain optimal data pipeline architecture,
Assemble large, complex data sets that meet functional / non-functional business requirements.
Identify, design, and implement internal process improvements: automating manual processes, optimizing data delivery, re-designing infrastructure for greater scalability, etc.
Build the infrastructure required for optimal extraction, transformation, and loading of data from a wide variety of data sources.
Build analytics tools that utilise the data pipeline to provide actionable insights into customer operational efficiency and other key business performance metrics