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IT Service Desk Head

15 years

0 Lacs

Kochi Kerala India

Posted:1 week ago| Platform: Linkedin logo

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Skills Required

service support management finance documentation escalation itil software troubleshooting macos servicenow jira automation auto routing zones communication analysis

Work Mode

On-site

Job Type

Full Time

Job Description

IT Help Desk and Desktop Support operations

Key Responsibilities & Required Skills:

Experience : 15 + years

  • Proven experience in building and implementing Help Desk and Desktop Support processes from scratch (in multiple geographies)

    , including tool selection, finance management, SOP documentation, escalation workflows, and performance metrics.
  • Strong understanding and hands-on application of

    ITIL best practices

    and

    ITSM frameworks

    .
  • Ability to support and manage

    multi-channel service requests

    , including:
  • Voice support
  • Live chat
  • Tickets via service desk tools
  • Email-based queries
  • Experience in providing

    end-user desktop support

    for hardware, software, OS, and peripheral troubleshooting across Windows/macOS environments.
  • Familiarity with tools such as

    ServiceNow, Jira Service Management, Freshservice

    , or similar ITSM platforms.
  • Track record of driving

    operational efficiency

    through:

  • Self-service enablement

    (e.g., user knowledge bases, FAQs)

  • Automation initiatives

    (e.g., auto ticket routing, password reset bots)
  • Ability to support a

    global workforce

    across multiple time zones and languages.
  • Excellent interpersonal, communication, and customer service skills.
  • Experience working in

    cross-functional teams

    to implement improvements, conduct root cause analysis, and reduce incident volumes.

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