Service Desk Support

7 hours ago

Bareilly, India People Prime Worldwide Full time

Role: Service Desk Support Location: NoidaExperience: 5 - 7 YearsRole Type: Permanent | Full timeNotice Period: immediateRole Summary :Responsible for managing and delivering high-quality Service Desk support, ensuring excellent customer experience, adherence to ITIL processes, and effective coordination across teams, shifts, and locations.Key Responsibilities :Manage end-to-end Service Desk operations and support activitiesEnsure excellent customer experience across the Service Desk domainLead, manage, and support team members across multiple locations and shiftsAct as a backup for other domain leads when requiredManage and influence internal and external stakeholders effectivelyEnsure adherence to ITIL processes and best practicesOversee Service Desk performance, operations, and continuous improvementOwn accountability for Service Desk deliverables and outcomesEnable skills validation for new hires and share assessment scores with customer-nominated SPOC on a quarterly basis (up to 2 quarters)Required Skills & Qualifications :Excellent written and verbal communication skills in EnglishStrong logical thinking and problem-solving skillsProven team management and leadership capabilitiesGood understanding of ITIL processesFamiliarity with ServiceNow as a ticketing/ITSM toolStrong knowledge of Microsoft Office Suite, especially Excel and PowerPointWillingness to obtain ITIL 4 certification within 6 months of onboardingAbility to work in a multi-shift, multi-location environmentTools & Technologies :ServiceNowMicrosoft O365 (Outlook, PowerPoint, OneDrive, Teams, SharePoint)Basic desktop application supportBasic knowledge of AvayaBasic AWS Cloud Connect knowledge

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