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Information Technology Service Desk
4 weeks ago
Mizuho Global Services Pvt Ltd (MGS) is a subsidiary company of Mizuho Bank, Ltd, which is one of the largest banks or so called 'Mega Banks' of Japan. MGS was established in the year 2020 as part of Mizuho's long term strategy of creating a captive global processing centre for remotely handling banking and IT related operations of Mizuho Bank's domestic and overseas offices and Mizuho's group companies across the globe.
At Mizuho we are committed to a culture that is driven by ethical values and supports diversity in all its forms for its talent pool. Direction of MGS's development is paved by its three key pillars, which are Mutual Respect, Discipline and Transparency, which are set as the baseline of every process and operation carried out at MGS.
What's in it for you?
o Immense exposure and learning
o Excellent career growth
o Company of highly passionate leaders and mentors
o Ability to build things from scratch
Know more about MGS:
Drive details :
Date :5th, 6th and 7th Feb 2025
Time : 3.00pm - 5.00pm
Contact Person : Alpa (MGS HR) Mumbai
Number of positions open : 05
Interested candidates can share resumes on along with the below details.
Current CTC
Expected CTC
Notice period
Role applying for
Current location
Availability for F2F
Address:
Mizuho Global Services India Private Limited,
11th Floor, Q2 Building Aurum Q Park ,
Gen 4/1, Ttc , Thane Belapur Road,
MIDC Industrial Area,
Ghansoli, Navi Mumbai 4000710
1)Job Title: Level 1 (L1) Service Desk Agent (Junior - Officer 1)
About the Role:
We are seeking highly skilled and dedicated Level 1 (L1) Service Desk Agents to provide 24x7 support to our users. The ideal candidates will have excellent communication skills in multiple languages and experience in managing IT inquiries through various communication channels. They will also develop and maintain processes for workload management and KPI/SLA measurement.
Roles and Responsibilities:
· Receive and respond to IT inquiries and support requests 24x7, ensuring prompt and efficient service delivery.
· Provide support through multiple communication channels, including email, phone calls, Self-Service Portal (Web form/chat/AI chatbot).
· Develop processes for managing the team, sharing workload, and measuring Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
· Communicate effectively in English as the primary language.
· Diagnose and resolve Level 1 IT issues, escalating more complex problems to higher-level support as needed.
Relevant Experience:
· Minimum 2 to 5 years of experience in IT Service Management, with a focus on service desk or IT support role.
· Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, or JIRA) and remote support tools.
· MCP certification in desktop Operating System, CCNA
2)Job Title: Transition SME – Service Desk (AVP)
About the Role:
We are looking for an experienced Transition SME to join our Service Desk Team. The ideal candidate will be responsible for ensuring the smooth transition of IT services and applications into production from a service desk perspective. functional teams to ensure proper documentation, training and support mechanisms are in place for new services and applications. The SME will also act as the point of contact for the Service Desk, ensuring that they are well-equipped to handle and support the new services post-transition.
Roles and Responsibilities:
· Lead the planning and execution of the service desk setup process, ensuring all technical, procedural, and staffing requirements are met for the smooth launch of the service desk.
· Develop and document comprehensive transition plans outlining all necessary steps, timelines, and resources for the service desk setup.
· Collaborate with stakeholders (e.g., IT, vendors, business units) to define service desk requirements and objectives based on business needs.
· Server as the point of escalation for complex or high-priority issues during transition phase, ensuring timely resolution and minimal disruption to the business.
· Oversee the initial post-launch period to ensure that the service desk is fully operational and able to handle user requests effectively.
· Ensure that new services and applications are integrated into existing Service Desk processes, including Incident Management, Request Fulfillment and Problem Management, in alignment with ITIL best practices.
Relevant Experience:
· Minimum 15 years of experience in managing business applications, IT support, or service desk operations.
· Strong understanding of IT service transition processes, service management and the ITIL Framework. ITIL foundation certification is must.
· Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, or JIRA) and creation of knowledge management database for service desk teams.:
· ITIL Practitioner or Expert level certifications preferred.
3)Job Title: Infrastructure Process Owner (AVP)
We are seeking highly skilled and proactive IT Infrastructure Process Owner to manage and optimize IT processes related to key technologies such as Office 365, Zscaler, SharePoint, OneDrive, MS Teams and other critical infrastructure tools. The ideal candidate should have a strong understanding of ITIL best practices, cloud-based systems and the ability to oversee and improve infrastructure processes to ensure alignment with business goals and optimal operational efficiency.
Roles and Responsibilities:
· Take full ownership of IT infrastructure-related processes including Incident Management, Change Management and Service Request Fulfillment for systems like O365, SharePoint, MS Teams etc.
· Leverage in-depth knowledge of IT infrastructure to provide technical leadership and ensure systems are optimally configured, secure and aligned with business requirements.
· Apply ITIL methodologies to ensure standardized processes and best practices are followed. Continually improve processes to enhance efficiency and reduce operational risks.
· Proactively manage and resolve recurring infrastructure issues by analyzing service desk tickets, identifying root causes and driving long term solutions to reduce and improve service quality.
Relevant Experience:
· Minimum 10 years to 12 years of experience in IT Service Management, with a focus on IT infrastructure and service desk support role.
· Strong understanding of ITIL framework and experience applying ITIL processes, including Incident Management, Request Management, Problem Management and Change Management.
Qualifications:
· Bachelor's degree in Computer Science, Information Technology, or a related field.
· ITIL Foundation Certification is a must.
· MCP certification in desktop Operating System, CCNA, SharePoint, O365.
thanks,
MGS HR
