Role & responsibilities:

Delivery of Support Services-

Successfully trains and leads a team of Service Desk Associates with a variety of skillsets.
Leads the Service Desk team ensuring effective use of resources and proactively monitors performance and addresses any concerns with the team members.
Promote IT good practice throughout the business.
Ensure timely and effective delivery of contracted client obligations for remote services both permanent, scheduled and ad-hoc.
Help identify and priorities the development areas.
Previous IT Business experience in a similar function.
To help build efficient and effective relationships between the Service Desk, entity clients, regional helpdesks and support teams.
Experience in helpdesk/Service Desk environment.
Escalate high priority incidents to both internal and external teams, as appropriate and professionally resolve complaints.
Ensures the service desk remains efficient, cost effective and customer focused.

Preferred candidate profile:

Qualifications -

Skills & Experience -

Essential

The ideal candidate should possess the working knowledge and hands-on experience on the following technical areas:
Windows Server 2008/2012/2016
Microsoft Office, Active directory
Microsoft Office 365 Admin experience
Windows Desktop 7/10
Microsoft Exchange
Basic Networking protocols TCP/IP
Basic understanding of Citrix and remote workspace solutions
Antivirus technologies
Internet technologies (WWW FTP EMAIL TCPIP VPN
Expertise across multiple ITSM toolsets
Managing the E2E Incident Lifecycle, including successful delivery against core KPIs
Monitoring and managing team workloads, schedules and shift rotation
Planning and organizing shift rotation
Good verbal and written communication skills (English)
Ensuring performance levels are maintained against the targets set by the SDM
Reporting service performance against target
Identifying ways to deliver improved service performance to customers

Desirable

Logical and methodical approach to working.
Knowledge of ITIL
Knowledge of scripting in PowerShell, batch files or VBScripts, Virtualization (Hyper-V, VMware)

Personal Aspects-

Customer-focused approach to dealing with service and incident requests.
Acting as primary point of contact for colleagues.
Ability to work under pressure efficiently.
Ability to multi-task, prioritize and manage workload.
Leading a team to consistently deliver against a core set of KPIs.
Excellent attention to detail and be pro-active, hardworking, and patient.
Ability to excel both independently as well as part of a team.
Professional punctual, reliable, trustworthy, inspires confidence.
Applicants should have willingness toward self-improvement and continuous learning.

IT Delivery

IT Service Delivery Analyst @Bangalore || Preferred Immediate Joiners