IT Service Desk

1 week ago

Hyderabad, India Advanced Micro Devices, Inc Full time

Overview:
**WHAT YOU DO AT AMD CHANGES EVERYTHING**

We care deeply about transforming lives with AMD technology to enrich our industry, our communities, and the world. Our mission is to build great products that accelerate next-generation computing experiences - the building blocks for the data center, artificial intelligence, PCs, gaming and embedded. Underpinning our mission is the AMD culture. We push the limits of innovation to solve the world’s most important challenges. We strive for execution excellence while being direct, humble, collaborative, and inclusive of diverse perspectives. This is who we are at our best. One Company. One Team.

AMD together we advance_

**Responsibilities**:
**Service Desk Management**

**THE ROLE***:
In this role, you’ll be part of the IT Service Desk team, helping to lead the Service Desk in the timely response & resolution of incidents and in the provisioning of IT services to AMD employees. With a focus on user experience and operational excellence, you will work with teams across IT and the business to implement continuous improvements to IT support services through analysis, automation and self service

**KEY RESPONSIBILITIES**:
- Leading a team of support technicians providing efficient and high quality first level IT support to all AMD employees.- Ensuring that Service Levels (SLAs) are being met. This includes monitoring and reporting on key performance indicators to ensure the team is meeting expected targets.- Developing and implementing policies and procedures and ensuring that all incidents & service requests are handled according to the defined standards.- Managing escalations for end users to ensure that they are resolved in a timely manner.- Building and maintaining relationships with key stakeholders, including IT Teams, users and vendors.- Participate in the development and implementation of IT projects and initiatives to ensure a smooth transition to operational support.- Monitoring and reporting on support data, including trend analysis, identifying areas for service improvement, analysing feedback to determine inefficiencies and opportunities for a better user experience.

**PREFERRED EXPERIENCE**:
- Strong knowledge of IT Service Management standards including the ITIL framework.
- Working experience in providing user support in a corporate environment.- Experience with configuring, using and reporting from service desk tools and systems.- Good track record in User Experience, partnering with key stakeholders and implementing continuous improvement processes.- Excellent communications and interpersonal skills, strong analytical and problem-solving abilities.

**ACADEMIC CREDENTIALS**:
- Bachelor's Degree in Information Technology, Engineering, or related field- At least 3 years experience working in IT Service Management, Service Desk management, or a similar role

LI-NS2

Qualifications:

- Benefits offered are described: _AMD benefits at a glance.

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