IT Service Desk

**What would be expected from you**:

- Responsible for providing appropriate level of support to Servian Managed Services customers, and Servian-as-a-customer end-users, within prescribed SLAs.
- Identify the correct procedures or channels for resolution and monitor resolution activity and progress updates to customers.
- Able to bring insight and expertise in how user needs have changed over time to ensure these are met by the Service Desk function.
- Communicate effectively with customers and stakeholders
- Assist customers while resolving problems efficiently to mitigate negative impact.
- Is experienced in meeting the needs of multiple users across a variety of channels with a number of competing priorities.
- Responsible for escalating level 2 and 3 ICS requests to the appropriate resolver group, internal or external to the service support function.
- Responsible for implementing Disaster Recovery (DR) and Business Continuity protocol where appropriate.
- Responsible for responding to planned and unplanned ICS disruptions, minimising ICS downtime.
- Coordinates the response to customer requests, ensuring relevant prioritisation and detail to allow effective investigation and resolution.
- Diagnose and prioritise incidents, investigating their causes and finding resolutions.
- Generate insights and an extensive knowledge base (Service Desk and Managed Services) of their software and hardware to provide this support and advice.
- Responsible for collaborating with the wider Managed Services operations, Consultants, and R&D team, to ensure there is a holistic understanding on the state of the Servian Environment.
- Responsible for capturing, triaging, resolving, assigning and escalating incoming ICS support requests to the appropriate resolver groups as they are received.
- Stakeholder Management

Servian Managed Services- The Managed Services practice is fundamentally transforming itself and therefore the way the wider Servian operates. As part of the practice you may be required to:
- Participate in discussions and working sessions related to the strategic direction of the Service Operations function.
- Identify, develop and establish appropriate processes, standards and process material for new functions.
- Liaise with other parts of Servian to support coherent processes and ways of working.
- Take proactive ownership of work areas to ensure the stability of the Service Desk, and its continuous service delivery.

**Knowledge and Skills you will bring in**:

- Customer service skills and experience.
- Knowledge of Service Desk toolset - ServiceNow & Confluence
- Knowledge and understanding of iOS, Windows 10 OS.
- Knowledge of GSuite Administration.
- Knowledge of and experience with Microsoft Active Directory.
- End User and Access Management Systems, and principles, to maintain ISO Compliance requirements.
- Understanding of Cloud provisioned SaaS models.
- LAN/WAN understanding.
- Understand desktop & cloud infrastructure system requirements.
- Analytical / problem-solving ability.
- Problem assessment and diagnosis.
- Excellent written & oral communication.

**Your experience**:

- 2+ years' in a IT Service Desk (Support) environment preferred.
- Google Suite (GSuite Administration) & ServiceNow ITSM support experience within busy environments would be ideal, and preferred
- Microsoft Active Directory, Confluence, Public Cloud fundamentals.
- Formal qualification associated with ICT or demonstrated experience.
- ITIL v3 Foundations.

**Specific Job Requirements** - Available for extended hours shifts - if needed, ad-hoc, to support Company initiatives.

We are hiring across Managed Services in India, apply