Service Desk Support

Role: Service Desk Support

Location:

Experience:

Role Type:

Notice Period:

Role Summary :

Responsible for managing and delivering high-quality Service Desk support, ensuring excellent customer experience, adherence to ITIL processes, and effective coordination across teams, shifts, and locations.

Key Responsibilities :

• Manage end-to-end Service Desk operations and support activities
• Ensure excellent customer experience across the Service Desk domain
• Lead, manage, and support team members across multiple locations and shifts
• Act as a backup for other domain leads when required
• Manage and influence internal and external stakeholders effectively
• Ensure adherence to ITIL processes and best practices
• Oversee Service Desk performance, operations, and continuous improvement
• Own accountability for Service Desk deliverables and outcomes
• Enable skills validation for new hires and share assessment scores with customer-nominated SPOC on a quarterly basis (up to 2 quarters)

Required Skills & Qualifications :

• Excellent written and verbal communication skills in English
• Strong logical thinking and problem-solving skills
• Proven team management and leadership capabilities
• Good understanding of ITIL processes
• Familiarity with ServiceNow as a ticketing/ITSM tool
• Strong knowledge of Microsoft Office Suite, especially

  Excel and PowerPoint

• Willingness to obtain

  ITIL 4 certification within 6 months

  of onboarding
• Ability to work in a multi-shift, multi-location environment

Tools & Technologies :

• ServiceNow
• Microsoft O365 (Outlook, PowerPoint, OneDrive, Teams, SharePoint)
• Basic desktop application support
• Basic knowledge of Avaya
• Basic AWS Cloud Connect knowledge