Service Desk Manager

1 week ago

gurugram, India Assystem Full time

Company Profile:

Assystem Stup is a full-service design, engineering and project delivery consultancy created following Assystem’s acquisition of Stup Consultants Pvt Ltd in July 2021. Assystem Stup combines Assystem’s internationally recognised expertise in low-carbon technologies and complex project management with Stup’s extensive experience. Stup has 5 decades expertise in the urban and territorial infrastructures, civil engineering, complex buildings, transportation infrastructures as well as its strong footprint and reputation in India. Founded in 1963 by two disciples of the renowned French engineer Eugène Freyssinet, Yves Guyon and C.R. Alimchandani, the father of Stup’s last chairman, Stup became one of India’s leading providers of infrastructure engineering services.

Assystem is an international company of more than 6000 experts spread across 10 countries and with more than 55 years’ experiencing of supporting the world’s most challenging energy and complex infrastructure projects.

Assystem is playing a leading role in the fight against climate change, helping governments and clients meet their energy transition aspirations. In Europe, Asia and the Middle East, our experts are working on new nuclear power stations, harnessing the power of hydrogen, wind and solar, and helping developing economies to upgrade and optimise their existing grid infrastructures.

Assystem also helps its clients meet their operational performance challenges through its ‘engineering powered by digital’ philosophy, merging the strength of engineering and the power of datas, to improve project traceability, reduce projects costs and delivery time as well as optimising infrastructure performance.

Job Description

The Service Desk Manager is the central nervous system of the PMIS support team, ensuring efficient resolution of user inquiries and adherence to the Service Level Agreement (SLA). This role requires a blend of technical expertise, leadership, and communication skills.

Responsibilities:

  • Incident Management:
    • Manage the ServiceNow ticketing system, prioritizing and assigning tickets based on urgency and impact.
    • Troubleshoot basic PMIS issues (e.g., login problems, report access issues).
    • Escalate complex issues to the appropriate Senior Consultant.
  • Problem Management:
    • Identify recurring issues and implement solutions to prevent them from reoccurring.
    • Develop and maintain a knowledge base of solutions and FAQs for common PMIS problems.
  • Change Management:
    • Coordinate the implementation of minor enhancements and configuration changes, ensuring minimal disruption to users.
    • Communicate upcoming changes to users through ServiceNow tickets or internal announcements.
  • Performance Management:
    • Track and report on key performance indicators (KPIs) such as first call resolution rate, average resolution time, and customer satisfaction.
    • Identify areas for improvement and implement process changes to optimize service delivery.
  • Team Management:
    • Manage team schedules and workloads to ensure timely resolution of user inquiries.
    • Conduct regular performance reviews for Junior Consultants and provide ongoing coaching and development opportunities.
    • Foster a collaborative and supportive team environment.
  • Client Relationship Management:
    • Liaise with clients to understand their needs and concerns.
    • Proactively identify potential issues and suggest solutions.
    • Maintain positive client relationships through excellent communication and service delivery.

Key Skills:

  • Minimum 10-15 years of experience in IT service desk management.
  • Proven experience with ServiceNow or similar ticketing system.
  • Strong understanding of ITIL principles (Incident, Problem, Change, Service Asset & Configuration Management).
  • Excellent communication, problem-solving, and organizational skills.
  • Ability to prioritize tasks, manage multiple deadlines, and work effectively under pressure.
  • Strong analytical skills to identify trends and root causes of problems.
Qualifications

Bachelor's Degree in a relevant field

Additional Information

We are committed to equal treatment of candidates and promote, as well as foster all forms of diversity within our company. We believe that bringing together people with different backgrounds and perspectives is essential for creating innovative and impactful solutions. Skills, talent, and our people’s ability to dare are the only things that matter . Bring your unique contributions and help us shape the future.

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