Service Desk

3 weeks ago

Pune, India Apex Group Full time

Key Duties and Responsibilities

  • Own and drive the adoption and improvement of the ITIL processes through the Service Desk
  • Responsible for measuring performance of the service desk and driving continual improvement processes.
  • Lead the Service Desk Agent team. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development.
  • Responsible for ensuring issues are effectively escalated to the Escalation teams as required in accordance with agreed Service Levels and ensuring communication with the end-user is maintained throughout the lifecycle of an IT ticket.
  • Support and participate in the Change Management process.
  • Provide regular performance reports on the IT Service Desk.
  • Responsible for managing team rotas and ensuring that the Service Desk function operates throughout hours agreed with the business and is staffed accordingly.
  • Work to make Service Desk the single source of truth and service delivery channel for IT.
  • Oversee the daily performance of IT service requests, incidents, and problems.
  • Act as escalation point for all IT service desk issues.
  • Help manage vendors/suppliers and third-party partners.
  • Manage process for communicating outage/emergency activities to the organization.
  • Manage vendor relationships as it depends on daily operational needs, including vendor SLA performance, quality, and billing/costs
  • Review survey feedback to improve services, tools, and support experience.
  • Maintain and improve all Service desk processes and documentation including Service catalogue, SOPs and work instructions.
  • Review all work of the service Desk agents, and perform quality checks on service desk agents adherence to processes
  • Take on the role of product owner of the Apex IT service desk tool, responsible for the administration and configuration of all services on the portal
  • Provide support during all internal and external audits of IT.
  • Other duties in support of the Service Desk, as assigned by the Global Service Desk Manager.

Experience/Knowledge/Skills

  • ITIL 4 Foundation certified
  • Good customer focus, and excellent timekeeping is a key requirement of the role;
  • Good interpersonal skills, with a focus on listening and questioning skills.
  • Good problem-solving abilities and ability to work under own initiative;
  • Good written and communication skills in English.
  • A recognized third level qualification in a computer related discipline is an advantage.
  • 2-3 years experience in a computer related support or and IT operational environment.
  • Hands on experience on ITSM platforms like ServiceNow, JIRA, Fresh Service, BMC Remedy etc.

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