Regional IT Service Desk Lead

3 days ago

Ahmedabad, Gujarat, India Diligent International Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Job Title: Regional IT Service Desk Lead
As a Company, we're committed to promoting safety, compliance, and sustainability for our clientele. Our core mission is to provide actionable intelligence and innovative solutions that enable companies to design safer, more sustainable products and processes.
Your New Role Are you an experienced IT professional with a passion for troubleshooting and a knack for leading teams? We're currently looking for a motivated Regional IT Service Desk Lead to manage the day-to-day operations of our APAC and EME IT service desks with the potential to lead globally as the organization expands. Reporting to our Global Lead for IT Support, you'll play a pivotal role in guiding our service desk analysts and delivering unparalleled technical support and customer service to our internal users. If you have a solid background in Microsoft Windows, Office 365, Jira/Atlassian, and Fleet Management, we'd love to hear from you. Your Key Responsibilities Incident Management and Technical Support
  • Masterfully oversee the swift and accurate resolution of technical hitches and user inquiries escalated by our service desk team.
  • Provide critical technical expertise to our service desk analysts, lending a hand with complex or high-priority incidents.
  • Ensure our incident management processes, service level agreements (SLAs), and escalation procedures are always followed.
  • Continually seek and implement enhancements to improve incident resolution and user satisfaction.
Customer Service Excellence
  • Foster a customer-centric ethos within the team, ensuring top-notch customer service and user satisfaction.
  • Build and nurture robust relationships with internal stakeholders, understanding their IT needs, and proactively addressing their concerns.
  • Communicate effectively with users across the organization, providing clear and concise technical guidance and support.
Service Desk Operations Management
  • Assist in developing and maintaining our service desk procedures, policies, and standards, ensuring consistent and efficient service delivery.
  • Monitor key performance indicators (KPIs), analyze trends, and implement process improvements.
  • Maintain an up-to-date knowledge base and self-help resources, promoting self-service for users.
Continuous Improvement
  • Regularly identify opportunities for process optimization and service enhancement, proactively implementing best practices.
  • Stay current with industry trends, emerging technologies, and IT service management (ITSM) frameworks.
  • Continually review service desk performance, user feedback, and customer satisfaction surveys, implementing corrective actions and improvement plans when necessary.
What You'll Need
  • A Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
  • Proven experience in an IT Service Desk or technical support role, with a history in a leadership or supervisory position.
  • A strong technical background with knowledge of IT infrastructure, Office 365, Fleet Management, Jira/Atlassian.
  • Outstanding leadership and people management skills, with the ability to inspire and motivate a team.
  • Exceptional customer service and interpersonal skills, with the capacity to communicate effectively with users of varying technical expertise.
  • A firm understanding of IT service management (ITSM) principles, processes, and best practices.
  • Experience with ITSM tools and ticketing systems (Jira Service Desk).
  • ITIL certifications (such as ITIL Foundation) would be a definite plus but are not mandatory.
Join us in creating safer, more sustainable products and processes. Apply today

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