Associate SME- Service Desk

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