AM - SD Capability & Projects

Job Description

Role: Assistant Manager - Service Desk Capability

Location: Pune

Who are we looking for

Candidates who are domain SME's in Service Desk Field with expertise on Service Operations, Transition, Service Management, Data Analytics, Client Consulting, etc. This will be a client facing role so excellent communication skills are required.

Job Responsibilities:

• Support Service Desk delivery teams to execute effectively by deploying standard operational framework
• Develop new and revise existing service desk standards
• Measure compliance to service desk standards
• Participate in new deal pursuits by responding to RFI's and RFP's in coordination with sales or pre-sales team
• Draft a service desk proposal including effort estimation, delivery platform, transformation charter and transition plan
• Identify vendor from the market for partnership to provide products to the customers which are relevant for end user support
• Facilitate internal and external benchmarking exercises for key comparable metrics
• Study industry best practices and trends to be ahead of the change
• Build and conceptualize themes for the year to develop a practice leading to domain expertise
• Support Service Desk delivery teams with action plans to problems, SIP's, Transformation journey and client consulting
• Prepare presentation and runbooks/SOP's for different audiences like client stakeholders, sales & marketing team, delivery teams, etc.
• Maintain and enhance Service Desk offering library
• Execute or coordinate automation applicable to end user support
• Build workflows in ITSM to reduce manual effort
• Enable virtual assistants by building talents or designing voice and chat bots
• Design self service portal for users to navigate conveniently and increase adoption
• Create request catalogues and orchestration to auto fulfill service request
• Participate in analyst briefing to present service desk capability
• Design ITSM processes for operational efficiency
• Identify gaps in Service Management and propose a solution

Experience:

• More than 5 years in Service Desk operations
• More than 2 years in Service Desk practice

Skills:

Analytical skills

Effective Business Communication

SLA Management

MS Office

Decision making skills

Solution and design

Financial planning

Business relationship Management

Responding to RFP

Knowledge and Proficiency Level

Technical Skills:

Ticketing Tool - Advance

MS Office - Advance

Avaya Operating skills - Intermediate

Avaya CMS Operations/Reports - Intermediate

Nice Tool Operations - Beginner

BP/IEX scheduling tool - Beginner

Networking concepts - Intermediate

Client Process Knowledge - Advance

DMAIC - Advance

Client Business Awareness - Intermediate

Call Center Infrastructure - Advance

Industry practices and trends - Intermediate

Email etiquette - Advance

Customer service skills - Advance

KB Script development Skills - Advance

Analytical skills - Advance

Client Business relationship Management - Beginner

SLA Management - Beginner

Process Mapping/Engineering skills - Advance

Leadership & Behavioral Skills:

Effective Business Communication - Advance

Decision Making Skills - Advance

Patience - Intermediate

Managing Stress - Beginner

Positive attitude to change - Intermediate

Attitude to feedback/willing to learn - Intermediate

Relating to Others - Intermediate

Influencing Others - Intermediate

Team Player - Intermediate

Insight into the Customer's Mindset - Intermediate

Solution Based Approach - Intermediate

Follow Through - Intermediate

Personal Credibility - Beginner

Self-Development - Beginner

Result Focus - Beginner

Drive to Win - Beginner

Establishing Focus - Intermediate

Recognize Efforts - Intermediate

Approachability - Intermediate

Dealing with Fairness - Intermediate

Fostering Teamwork - Intermediate

Domain Skills:

Infrastructure Support - Service Desk - Advance

Process and Quality Skills:

Information Security and compliance - Advance

ITIL Expert - Advance

GSD Standards - Advance

Quality Management Systems - Advance

Business Continuity Plan - Intermediate

QMS - Advance

ISMS concepts - Advance

ISO concepts - Advance

PMP - Advance

Qualification:

• Any Graduate
• ITIL Certification will be preferred