Urgent requirement For Associate SME- Service Desk P3A

This is for Gurgaon sector 18, general shift and alternative 6 days, no cab facility Job Description Service Desk(Assoc SME/Sr SME/SME) Bachelors degree/diplom or information technolog TDU DWP & Service Management Service Desk/Tech Support Education qualification P3A - 5 to 7 Years P3B - 7 to 9 years P3 C- 8-11 years Sub TDU Level Years of Experience Type of position Certification P3 Full Time/Contractor TDEDWPSVDP3A TDEDWPSVDP3C TDEDWPSVDP3B ITIL Preferred 6 Sigma ML Role code 1. Associate SME - Service Desk 2. Senior SME - Service Desk 3. SME - Service Desk ML Role Name Responsibilities 1. Manage the end to end Service desk management portfolios i.e. Service desks Management, Service desk owned Incidents lifecycle, share scheduled inputs to Problem & Knowledge management team. Ensure tickets closure within the agreed SLA. 2. Manage all SLAs and KPIs attached to enterprise global service desk and drive reviews with customers 3. Helping the team in technical issues by providing inputs and identify and handle all internal and external escalations on time. 4. Prepare timely reports for the client Timely acknowledgement, assignment & Queue management of tickets to team. 5. Create Incident analysis report along with various trend analysis & drill downs to identify opportunities for problem management, Prepare RCA's and KRAs as applicable, skill matrix for individuals and conduct appraisals. 6. Conduct team meetings, Sort any non-technical issues within the team, Roistering and ensure adequate leave planning. 7. Induction training for new hires, Participate in the hiring process, handling conflict situations to ensure smooth transaction across various technology/support teams Lead/motivate/Inspire and encourage teams to achieve higher goals. 8. Ensure knowledge base articles are available regularly, Host Service performance review calls, Ensure proper documentation of technical/process changes in present service desk architecture. 9. Co-ordinate & create RCA in pre-defined RCA template, Bridge calls - Drive service outage calls, if needed. 10. Monitor the team common mail boxes and respond to client e-mails, Own and conduct reviews as per the governance model of the program. 11. Tracks matrices related to performance of the service line and drives service improvement plans and programs to improve them. 12. Maintains technical knowledge by attending educational workshops, reviewing publications 13. D Published on: 24-11-2021 Internal & Confidential riving new initiatives in the program 14. Tracks matrices related to performance of the service line and drives service improvement plans and programs to improve them. 15. Prepare and conduct technical training programs 16. Assess training needs and certification requirements Technical Skills 1. Conduct root cause analysis for the escalations / tickets ITSCM 2. Should maintain all the individual stats and for the program 3. Should have very good operational and process knowledge 4. Should possess very good management skills 5. Should take up any additional initiates taken can be highlighted and will be an added advantage 6. Knowledge of modern training techniques and tools in technical subjects 7. Presentation Skills, Written Communication, Training Management, Technical Zeal, Self- Development, Technical Leadership, Presenting Technical Information, Self-Confidence, Microsoft Office Skills 8. Top-notch administrative, research, and troubleshooting skills 9. Outstanding analytical, planning, and assessment abilities 10. Ability to host training workshops 11. Knack for detecting and removing barriers to learning 12. Excellent organizational and time-management abilities Behavioral & Functional skills 1. Good verbal & written communication skills 2. Time management 3. Ability to collaborate and work in a team 4. ITIL and six sigma certified 5. Decision making 6. Problem solving 7. Planning, organizing & prioritizing 8. Active listening skills Published on: 24-11-2021 Internal & Confidential