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 skillsEffective Business CommunicationSLA ManagementMS OfficeDecision making skillsSolution and designFinancial planningBusiness relationship ManagementResponding to RFPKnowledge and Proficiency Level
Technical Skills
Ticketing Tool - AdvanceMS Office - AdvanceAvaya Operating skills - IntermediateAvaya CMS Operations/Reports - IntermediateNice Tool Operations - BeginnerBP/IEX scheduling tool - BeginnerNetworking concepts - IntermediateClient Process Knowledge - AdvanceDMAIC - AdvanceClient Business Awareness - IntermediateCall Center Infrastructure - AdvanceIndustry practices and trends - IntermediateEmail etiquette - AdvanceCustomer service skills - AdvanceKB Script development Skills - AdvanceAnalytical skills - AdvanceClient Business relationship Management - BeginnerSLA Management - BeginnerProcess Mapping/Engineering skills - Advance
Leadership & Behavioral Skills
Effective Business Communication - AdvanceDecision Making Skills - AdvancePatience - IntermediateManaging Stress - BeginnerPositive attitude to change - IntermediateAttitude to feedback/willing to learn - IntermediateRelating to Others - IntermediateInfluencing Others - IntermediateTeam Player - IntermediateInsight into the Customer's Mindset - IntermediateSolution Based Approach - IntermediateFollow Through - IntermediatePersonal Credibility - BeginnerSelf-Development - BeginnerResult Focus - BeginnerDrive to Win - BeginnerEstablishing Focus - IntermediateRecognize Efforts - IntermediateApproachability - IntermediateDealing with Fairness - IntermediateFostering Teamwork - Intermediate
Domain Skills
Infrastructure Support - Service Desk - Advance
Process And Quality Skills
Information Security and compliance - AdvanceITIL Expert - AdvanceGSD Standards - AdvanceQuality Management Systems - AdvanceBusiness Continuity Plan - IntermediateQMS - AdvanceISMS concepts - AdvanceISO concepts - AdvancePMP - Advance
Qualification
- Any Graduate
- ITIL Certification will be preferred
