Oracle Service Support ITSD Professional

Sopra Steria

1 - 2 years

3 - 4 Lacs

noida

Posted:1 week ago| Platform:

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Skills Required

ticketing change management service desk it service desk incident management advanced excel jira operations service quality remedy

Work Mode

Work from Office

Job Type

Full Time

Job Description

IT Service Desk -SME

Working knowledge of Oracle EBS or Oracle Fusion Cloud in Finance Module.
Familiar with IT service management (ITSM) processes and tools
Establish performance objectives and provide regular feedback through performance evaluations To Service Desk Manager.
Oversee daily service desk activities, ensuring prompt resolution of incidents and service requests.
Must have experience in working on ticketing system tools like ToDesk . Jira, Service Now or Remedy.
Must have experience on Service Desk, Incident, Problem, and Change Management
Responsible for all major incidents, utilizing team s engagement.
Monitor agent calls, analyze performance and provide valuable feedback as well as chart out plans for improvement in quality & service standards
Act as an effective escalation point and overview all issues, requests coming to Service Desk, ensuring that requests / ticket journey is followed as per agreed SLA
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for end users
Must be familiar with problem, defect and incident management
Effective verbal and written communicator, able to adapt delivery style and language to suit the audience
Able to win respect by working with people at all levels across IT and within the Team and all the line of business
Establish and optimize schedules to keep staff coverage and service in line with forecasted demands
Strong presentation skills including formal and informal presentation of work and assessments to critical audiences
Create reports on advanced excel, slides and necessary IT operational documents (SOPs, KI etc. )
Flexible to work in shifts and extended hours (UK Shift)
ITIL knowledge of V3 or V4.

PS: Ritesh Agarwal/ Sukhvinder Bawa Replcement in Service Desk

Total Experience Expected: 01-02 years

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