Service Desk - Shift Manager

Apex Group

2 - 3 years

4 - 6 Lacs

Pune

Posted:2 days ago| Platform:

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Skills Required

IT Service Desk ServiceNow BMC Remedy Fresh Service ITSM JIRA

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Duties and Responsibilities

Own and drive the adoption and improvement of the ITIL processes through the Service Desk
Responsible for measuring performance of the service desk and driving continual improvement processes.
Lead the Service Desk Agent team. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development.
Responsible for ensuring issues are effectively escalated to the Escalation teams as required in accordance with agreed Service Levels and ensuring communication with the end-user is maintained throughout the lifecycle of an IT ticket.
Support and participate in the Change Management process.
Provide regular performance reports on the IT Service Desk.
Responsible for managing team rotas and ensuring that the Service Desk function operates throughout hours agreed with the business and is staffed accordingly.
Work to make Service Desk the single source of truth and service delivery channel for IT.
Oversee the daily performance of IT service requests, incidents, and problems.
Act as escalation point for all IT service desk issues.
Help manage vendors/suppliers and third-party partners.
Manage process for communicating outage/emergency activities to the organization.
Manage vendor relationships as it depends on daily operational needs, including vendor SLA performance, quality, and billing/costs
Review survey feedback to improve services, tools, and support experience.
Maintain and improve all Service desk processes and documentation including Service catalogue, SOPs and work instructions.
Review all work of the service Desk agents, and perform quality checks on service desk agents adherence to processes
Take on the role of product owner of the Apex IT service desk tool, responsible for the administration and configuration of all services on the portal
Provide support during all internal and external audits of IT.
Other duties in support of the Service Desk, as assigned by the Global Service Desk Manager.

Experience/Knowledge/Skills

ITIL 4 Foundation certified
Good customer focus, and excellent timekeeping is a key requirement of the role;
Good interpersonal skills, with a focus on listening and questioning skills.
Good problem-solving abilities and ability to work under own initiative;
Good written and communication skills in English.
A recognized third level qualification in a computer related discipline is an advantage.
2-3 years experience in a computer related support or and IT operational environment.
Hands on experience on ITSM platforms like ServiceNow, JIRA, Fresh Service, BMC Remedy etc.

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