AceStack
Website:
ace-stack.com
Job details:
Job title: Service desk Lead
Location: Pune
Contract
Job Requirements*
5- 6 years in Service Desk operations
ITILV3/ITIL 4 Foundation certified (Mandatory), ITIL Intermediate certificate.
Excellent interpersonal, communication and analytical skills
Customer First Attitude
Should be a team player
Time Management
Precision, reliability, dynamism and flexibility.
Key Responsibilities
Effectively managing, developing, and training the service desk team.
Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
Incident, Request Management Process audits.
Providing inputs to process owners on the process improvements.
Conducting and sharing results from service and operation performance reviews – Service Level Management.
Coordinating and managing all relevant stakeholders, including the Infra(DC, EUC, Network) ,AD, AMS, customers, and other teams that are involved in service desk operations.
Part of customer meeting (Daily, Weekly, Monthly) and Service operations meeting conducted by various stakeholders.
Conduct Weekly and monthly service review with the customer and other internal stakeholders.
Manage Customer escalation through effective collaborations
Conduct Regular assessment and propose SIP for Incidents and requests.
Drive Shift Left and Automation at Service Desk.
Managing Service Desk Knowledge Management System.
Being aware of and managing the costs of running the service desks.
Integration of new Services or Process into the Service Desk BAU and will be a important stakeholder in Transition and Planning Support.
Managing Site level and country level BCP and conduct quarterly BCP
drills.
Click on Apply to know more.