Assistant Manager - Service Desk Operations and Capability

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