Assistant Manager – Service Desk Capability

Mphasis Ltd

Pune

Not disclosed

Work from Office

Full Time

Min. 5 years

Job Details

Job Description

AM - SD Capability & Projects

Job Description

Role: Assistant Manager - Service Desk Capability

Location: Pune

Who are we looking for?

Candidates who are domain SME's in Service Desk Field with expertise on Service Operations, Transition, Service Management, Data Analytics, Client Consulting, etc. This will be a client facing role so excellent communication skills are required.

Job Responsibilities:

  • Support Service Desk delivery teams to execute effectively by deploying standard operational framework
  • Develop new and revise existing service desk standards
  • Measure compliance to service desk standards
  • Participate in new deal pursuits by responding to RFI's and RFP's in coordination with sales or pre-sales team
  • Draft a service desk proposal including effort estimation, delivery platform, transformation charter and transition plan
  • Identify vendor from the market for partnership to provide products to the customers which are relevant for end user support
  • Facilitate internal and external benchmarking exercises for key comparable metrics
  • Study industry best practices and trends to be ahead of the change
  • Build and conceptualize themes for the year to develop a practice leading to domain expertise
  • Support Service Desk delivery teams with action plans to problems, SIP's, Transformation journey and client consulting
  • Prepare presentation and runbooks/SOP's for different audiences like client stakeholders, sales & marketing team, delivery teams, etc.
  • Maintain and enhance Service Desk offering library
  • Execute or coordinate automation applicable to end user support
  • Build workflows in ITSM to reduce manual effort
  • Enable virtual assistants by building talents or designing voice and chat bots
  • Design self service portal for users to navigate conveniently and increase adoption
  • Create request catalogues and orchestration to auto fulfill service request
  • Participate in analyst briefing to present service desk capability
  • Design ITSM processes for operational efficiency
  • Identify gaps in Service Management and propose a solution

    • Experience:

  • More than 5 years in Service Desk operations
  • More than 2 years in Service Desk practice

    • Skills:

     Analytical skills

     Effective Business Communication

     SLA Management

     MS Office

     Decision making skills

     Solution and design

     Financial planning

     Business relationship Management

     Responding to RFP

     Knowledge and Proficiency Level

    Technical Skills:

     Ticketing Tool - Advance

     MS Office - Advance

     Avaya Operating skills - Intermediate

     Avaya CMS Operations/Reports - Intermediate

     Nice Tool Operations - Beginner

     BP/IEX scheduling tool - Beginner

     Networking concepts - Intermediate

     Client Process Knowledge - Advance

     DMAIC - Advance

     Client Business Awareness - Intermediate

     Call Center Infrastructure - Advance

     Industry practices and trends - Intermediate

     Email etiquette - Advance

     Customer service skills - Advance

     KB Script development Skills - Advance

     Analytical skills - Advance

     Client Business relationship Management - Beginner

     SLA Management - Beginner

     Process Mapping/Engineering skills - Advance

    Leadership & Behavioral Skills:

     Effective Business Communication - Advance

     Decision Making Skills - Advance

     Patience - Intermediate

     Managing Stress - Beginner

     Positive attitude to change - Intermediate

     Attitude to feedback/willing to learn - Intermediate

     Relating to Others - Intermediate

     Influencing Others - Intermediate

     Team Player - Intermediate

     Insight into the Customer's Mindset - Intermediate

     Solution Based Approach - Intermediate

     Follow Through - Intermediate

     Personal Credibility - Beginner

     Self-Development - Beginner

     Result Focus - Beginner

     Drive to Win - Beginner

     Establishing Focus - Intermediate

     Recognize Efforts - Intermediate

     Approachability - Intermediate

     Dealing with Fairness - Intermediate

     Fostering Teamwork - Intermediate

    Domain Skills:

     Infrastructure Support - Service Desk - Advance

    Process and Quality Skills:

     Information Security and compliance - Advance

     ITIL Expert - Advance

     GSD Standards - Advance

     Quality Management Systems - Advance

     Business Continuity Plan - Intermediate

     QMS - Advance

     ISMS concepts - Advance

     ISO concepts - Advance

     PMP - Advance

    Qualification:

  • Any Graduate
  • ITIL Certification will be preferred

    • Job role

    Work location

    Pune

    Department

    IT & Information Security

    Role / Category

    IT Support

    Employment type

    Full Time

    Shift

    Day Shift

    Job requirements

    Experience

    Min. 5 years

    About company

    Name

    Mphasis Ltd

    Job posted by Mphasis Ltd

    Apply on company website