Service Desk Manager
1 month ago
Service Desk Manager (SDM)
Language : Proficient in English (Read + Write + Speak) mandatory and
Equivalent test of spoken and written and technical IT specific knowledge in both and English
Role purpose :
- The Service Desk Manager is responsible for one delivery center to ensure all Metrics are measured and adhered.
- Owner of key measurements, Service Levels, and critical deliverables for SD services
Main responsibilities :
- Performance of a single delivery center.
- Adherence to standards, measurement and reporting of metrics.
- Overall responsibility for processes, escalations, knowledge management within the DC
- New transitions and integration with the current teams.
- Knowledge acquisition, completion of documentation, management of infrastructure requirements, and all requirements that are associated with the new transitions.
- Operations reporting and governance meetings.
Major activities :
- Manages all activities in the Delivery center
- Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes sure they are aligned
- Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM - Workforce Management)
- Ensures process changes are implemented
- Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.
- Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center
- Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.
- Reviews escalations and implements corrective and preventive actions on DC level
- Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
- Supervises performance of the team and is responsible for their qualification
- Attends the monthly quality meeting, BMC Remedy Resolver Group Team Leads meeting, and the SD Monthly Call (SDMC)
-
Service Desk Manager
3 months ago
Pune, India Wipro Full timeRole purpose:The Service Desk Manager is responsible for one delivery center to ensure all Metrics are measuredand adhered. Owner of key measurements, Service Levels, and critical deliverables for SD servicesMain responsibilities:Performance of a single delivery center. Adherence to standards, measurement and reporting ofmetrics.Overall responsibility for...
-
Service Desk Manager
3 months ago
Pune, India Wipro Full timeRole purpose:The Service Desk Manager is responsible for one delivery center to ensure all Metrics are measuredand adhered. Owner of key measurements, Service Levels, and critical deliverables for SD servicesMain responsibilities:Performance of a single delivery center. Adherence to standards, measurement and reporting ofmetrics.Overall responsibility for...
-
Service Desk Manager
3 months ago
pune, India Wipro Full timeRole purpose: The Service Desk Manager is responsible for one delivery center to ensure all Metrics are measured and adhered. Owner of key measurements, Service Levels, and critical deliverables for SD services Main responsibilities: Performance of a single delivery center. Adherence to standards, measurement and reporting of metrics. Overall responsibility...
-
Service Desk Manager
3 months ago
Pune, India Wipro Full timeRole purpose:The Service Desk Manager is responsible for one delivery center to ensure all Metrics are measuredand adhered. Owner of key measurements, Service Levels, and critical deliverables for SD servicesMain responsibilities:Performance of a single delivery center. Adherence to standards, measurement and reporting ofmetrics.Overall responsibility for...
-
Service desk lead
3 months ago
Pune, India Wipro Full timeRole Purpose The purpose of this role is to serve as a support, escalation point for the agents in solving issues presented to the Account Service Desk Do To support the service desk agents in prompt delivery & customer service Advise and collaborate with the agents on current issues and works toward the resolution of tickets Manage and coordinate escalated...
-
Service Desk
3 months ago
Pune, India SKYLARK HR SOLUTIONS Full timeRole**:Service Desk** Experience: 1-2 Years Salary Upto 3.5Lpa Location: Pune **Job Description**: - Excellent communication skills - **CEFR : B2, C1, C2**. Please add the communication level as per the CEFR framework while profiles are shared. - Work experience on Service Desk with good knowledge on **VPN, O365, remote support, active directory,...
-
Service Desk Associate
3 months ago
Pune, India SKYLARK HR SOLUTIONS Full timeExcellent communication skills - **CEFR : B2, C1, C2**. Please add the communication level as per the CEFR framework while profiles are shared. - Work experience on Service Desk with good knowledge on **VPN, O365, remote support, active directory, troubleshooting - printer issues, Bit locker, MS teams, BSOD, bitlocker, driver installation, Printer and wifi...
-
Service Desk Executive
3 months ago
Pune, India Innovative Tech Hub Full timeJob Profile Name - Service Desk Executive - Experience Required - 2- 4 years - Skills Required - Citrix, service desk, office 365 - Work Location - Pune - Position Required - 5 - Detail Job Description - Job description - Specific tool usage of advanced features, ticket management, critical incident management, and usage of reports based on different views...
-
Global Service Desk
3 months ago
Pune, India Taggd Full time**Required Experience** **Global Service Desk - 9-15 Years** **Location: Pune( WFO)** **Qualifications and Educational Requirement** - 7+ years of progressive/management work experience in the global technology industry. - Experience in managing teams of 15+ members. - Prior experience in a supervisory/management role within a service desk environment. -...
-
Service Desk Role
3 months ago
Pune, India SH Square Consultants Full timeRole - Service Desk - Experience - 4+yrs - Location - Pune - Work mode - WFO - Requirements - 4+ years of experience in service desk & enterprise desk support, Windows 7 and 10 proficiency, O365, Active Directory, Antivirus, Network troubleshooting should have either TM/ SME / Shift lead exp. Interested can call or whatsapp Nishi Singh 7905661467 **Job...
-
Service Desk Engineer
3 months ago
Pune, India Qtek Systems Full timeDescription : Experience and personal qualities:- 1-4 year experience in IT or similar customer support/service delivery role Excellent customer service skills with a high level of focus on quality Ability to communicate in a clear and professional manner Problem solving and analytical skills and ability to work under pressure Excellent...
-
Jr. Service Desk
3 months ago
Pune, India Stefanini, Inc Full timeJob Description: - Provide 1st level support to our internal customers through the ticketing system based on defined ITIL processes. - Be logged-in and available to answer calls through our global Service Desk call centre solution. - Actively participate in team meetings and suggest opportunities for continual improvement. - Support Service Desk KPI/TTI...
-
Service Desk
3 months ago
Pune, India LanceSoft Inc Full time**Hiring for Service Desk Role** **Experience Required : 1+ Yr** **Education : Graduation** **Ctc -Upto 3.5 LPA** - **VPN, O365, remote support, active directory, troubleshooting - printer issues, Bit locker, MS teams, BSOD, bitlocker, driver installation, Printer and wifi trouble shooting.**: - Experience on Service now or Remedy or Control M or similar...
-
Jr. Service Desk
3 months ago
Pune, India Stefanini Full timeDescription: Provide 1st level support to our internal customers through the ticketing system based on defined ITIL processes. Be logged-in and available to answer calls through our global Service Desk call centre solution. Actively participate in team meetings and suggest opportunities for continual improvement. Support Service Desk...
-
Service Desk Analyst
3 months ago
Pune, India Wipro Full timeService Desk AnalystResponsibilities:1. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns2. Diagnose, prioritize, troubleshoot and resolve IT incidents reported by the users via telephone, chat, email or walk-ins3. Identify and escalate tickets requiring urgent...
-
IT Service Desk Intern
3 months ago
Pune, Maharashtra, India CrowdStrike Full time#WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. We’re looking for people with limitless passion, a relentless focus on innovation and a...
-
Service Desk
3 months ago
Pune, India Lancesoft Full timeJob Description: Title : Senior Technical Process Executive/Technical Process Specialist ( Semi Voice ) Experience : 1 - 4 Years Max Grid : 4 - 6 LPA Job Location : Mumbai and GIFT City Mumbai : Bandra East, Mumbai GIFT City : Gandhinagar, Gujarat Shift : 18*7 EST Notice Period : Immediate - 30 Days Roles and Responsibilities: - Resolving L1 Service...
-
Service Desk
3 months ago
Pune, India Lancesoft Full timeJob Description: Title : Senior Technical Process Executive/Technical Process Specialist ( Semi Voice ) Experience : 1 - 4 Years Max Grid : 4 - 6 LPA Job Location : Mumbai and GIFT City Mumbai : Bandra East, Mumbai GIFT City : Gandhinagar, Gujarat Shift : 18*7 EST Notice Period : Immediate - 30 Days Roles and Responsibilities: - Resolving L1 Service...
-
Service Desk Analyst
3 months ago
Pune, India Wipro Full timeService Desk Analyst Responsibilities: 1. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns 2. Diagnose, prioritize, troubleshoot and resolve IT incidents reported by the users via telephone, chat, email or walk-ins 3. Identify and escalate tickets requiring...
-
Service Desk Analyst
3 months ago
Pune, India Wipro Full timeService Desk AnalystResponsibilities:1. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns2. Diagnose, prioritize, troubleshoot and resolve IT incidents reported by the users via telephone, chat, email or walk-ins3. Identify and escalate tickets requiring urgent...