Sdm Admin Assist

2 days ago

Pune, India ESP Global Full time

**SDM Admin Assistant - Kharadi, Pune**
- _
ESP Global Services are currently recruiting for SDM Admin Assistant to join our team in Kharadi, Pune. We are looking for individuals who will analyse, understand and report against the ticket estate for assigned contract(s); manage and report upon any priority or major incidents and work alongside Service Desk Analysts and resolver teams to drive improvement against defined Incident and Request Management KPIs and contractual SLAs.

If this sounds like you, connect with us today to discuss your future with ESP

**About the role**

Working as SDM Admin Assistant you will proactively review the ticket estate for assigned contract(s) and work closely with ESP's Global Service Desks and Service Delivery Managers to ensure tickets are on track throughout their lifecycle and successfully managed to closure within contractual SLAs. Build and own an effective relationship between ESP's Global Service Desks and Service Delivery Managers to ensure that customer expectations are understood, and processes are appropriately aligned to ensure these are met.

You will Work closely with Global Service Desk Management to ensure all tickets are scoped and logged accurately and appropriate processes are followed throughout the ticket lifecycle. Produce weekly and monthly Incident and Request Management reports to be shared both with management and the account's Service Delivery Manager.

**About you**
- At least 18 months’ Managed Service Desk experience for role holder to perform fully and effectively in the job
- ITIL foundation or equivalent exposure to an ITIL aligned environment.
- Detailed knowledge of ITSM tools, preferably ServiceNow.
- Excellent knowledge of Microsoft Office products.
- Detailed, methodical and logical approach to problem solving.
- Excellent Interpersonal skills; ability to communicate Internally and externally at all levels.
- Strong written and verbal communication skills.

**About ESP**
ESP Global Services is a managed service provider for IT support and infrastructure solutions where we support clients, worldwide, 24/7. We make large-scale IT support simple.

Offering an innovative suite of expert IT support solutions and services, we help some of the biggest organisations across the globe, in a wide range of industries, streamline their business operations.

This year we’re celebrating our
**30th anniversary** and we are looking for people who are passionate about technology, motivated, and customer service oriented to join us

If this sounds like you, keep reading to see why you should join us

**What’s next?**

If this role sounds like the position for you, don’t delay
- Like what you’re hearing, but it’s not the role for you? Register your CV to be considered or notified for future positions_

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