IT Service Delivery Analyst @Bangalore || Preferred Immediate Joiners

Role & responsibilities:

Delivery of Support Services-

• Successfully trains and leads a team of Service Desk Associates with a variety of skillsets.
• Leads the Service Desk team ensuring effective use of resources and proactively monitors performance and addresses any concerns with the team members.
• Promote IT good practice throughout the business.
• Ensure timely and effective delivery of contracted client obligations for remote services both permanent, scheduled and ad-hoc.
• Help identify and priorities the development areas.
• Previous IT Business experience in a similar function.
• To help build efficient and effective relationships between the Service Desk, entity clients, regional helpdesks and support teams.
• Experience in helpdesk/Service Desk environment.
• Escalate high priority incidents to both internal and external teams, as appropriate and professionally resolve complaints.
• Ensures the service desk remains efficient, cost effective and customer focused.

Preferred candidate profile:

Qualifications -

• Bachelor's degree in science or computers
• Foundation Certificate in ITIL (Preferred)

Skills & Experience -

• 2 to 3 year's experience within an IT support environment

Essential

• The ideal candidate should possess the working knowledge and hands-on experience on the following technical areas:
• Windows Server 2008/2012/2016
• Microsoft Office, Active directory
• Microsoft Office 365 Admin experience
• Windows Desktop 7/10
• Microsoft Exchange
• Basic Networking protocols TCP/IP
• Basic understanding of Citrix and remote workspace solutions
• Antivirus technologies
• Internet technologies (WWW FTP EMAIL TCPIP VPN
• Expertise across multiple ITSM toolsets
• Managing the E2E Incident Lifecycle, including successful delivery against core KPIs
• Monitoring and managing team workloads, schedules and shift rotation
• Planning and organizing shift rotation
• Good verbal and written communication skills (English)
• Ensuring performance levels are maintained against the targets set by the SDM
• Reporting service performance against target
• Identifying ways to deliver improved service performance to customers

Desirable

• Logical and methodical approach to working.
• Knowledge of ITIL
• Knowledge of scripting in PowerShell, batch files or VBScripts, Virtualization (Hyper-V, VMware)

Personal Aspects-

• Customer-focused approach to dealing with service and incident requests.
• Acting as primary point of contact for colleagues.
• Ability to work under pressure efficiently.
• Ability to multi-task, prioritize and manage workload.
• Leading a team to consistently deliver against a core set of KPIs.
• Excellent attention to detail and be pro-active, hardworking, and patient.
• Ability to excel both independently as well as part of a team.
• Professional punctual, reliable, trustworthy, inspires confidence.
• Applicants should have willingness toward self-improvement and continuous learning.