Service Desk Operations Specialist

1 week ago

Mumbai, Maharashtra, India NEC Full time

Job Role Overview

The Service Desk Analyst at NEC provides a critical point of contact for users, facilitating effective communication and coordination between IT groups and processes. This role is responsible for restoring normal service to users as quickly as possible, ensuring seamless IT support and minimizing downtime.

Key Responsibilities

• Identify process gaps and escalate to manager where required, suggesting resolutions where possible.

• Function as the first escalation point for all issues, escalating to team manager as necessary.

• Collaborate with Service Management Seniors and Managers to align processes for optimal working practices.

• Participate in all Service Desk activities, supporting the Service Desk Analyst in ensuring process adherence and quick resolution times.

• Monitor team workload, particularly emails, SLA management, and knowledge spot-checks, delegating workload where necessary.

• Create, maintain, and improve documentation as required.

• Chair team meetings as needed.

• Ensure timely completion and distribution of Daily/Weekly/Monthly reporting.

• Conduct weekly quality and performance checks on all team members.

• Develop coaching and training plans for team members, addressing any training gaps and escalating to manager as necessary.

• Organize Service Desk and Queue Management overview training for new NEC employees across the business.

• Participate in recruitment activities led by the manager.

• Serve as the point of contact for the team when the manager is unavailable.

• Recognize the importance of good timekeeping, ensuring punctual login to the phone system and aiding call management in line with service SLAs.

• Manage functional mailboxes and ensure timely logging of emails in the service management tool.

• Troubleshoot Microsoft Outlook, Teams, and other Microsoft applications like OneDrive, Forms, etc.

• Accurately log all relevant incident/service request and request for change details in accordance with service-specific documented procedures.

• Allocate categorization and prioritization levels in accordance with customer contractual requirements.

• Provide first-line investigation and diagnosis where applicable.

• Collect and record accurate information (utilizing Quick Solutions where in place) to aid the second-line team in progressing any calls transferred to their Group.

• Resolve incidents/service requests classified as First-Line-Fix, password resets, and account reactivations/deactivations, etc.

• Keep users informed of progress, especially post-SLA breach.

• Accurately close (using closure codes), all resolved incidents, requests, and other calls in a timely manner, especially at month-end.

• Reflect on customer feedback through customer call closure surveys.

Essential Skills

• Ability to make decisions and take ownership.

• Ability to work under pressure.

• Self-motivated.

• Excellent interpersonal and communication skills.

• Experience in Incident Management.

• Knowledge of ITIL functions.

• Excellent spelling and grammatical skills.

• Ability to influence, shape, and manage processes.

• Flexibility in approach.

• Experience using incident logging tools.

Desirable Skills

• Previous experience working within the Service Desk / Technical Support.

• Previous working experience within first/second-line support.

• ITIL Foundation Accreditation (v3 or v4) preferred.

• Experience in other Service Management processes.

• Knowledge of MS Excel.

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