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