Service Desk Lead

Candidate should be accountable for Service Desk team and Knowledge Management database for IT team supporting:

• Workplace related queries and issues.
• M365 problems (Outlook, Office, Teams, OneDrive, SharePoint, Windows).
• Identity and Access Management queries.
• Infrastructure related problems for service provided by GSC NSC IT Teams.
• Applications related problems requiring triage to respective application support group.

Main activities, but not limited to, are:

• Support management team and take a lead in set up of Service Desk for GSC NSC Team.
• Supervise newly created SD team and its ramp up for GSC NSC organization (in line with Segregation Project Plan).
• Set up and overlook Knowledge Management set up for GSC NSC organization (supporting its implementation in ServiceNow tool).
• Act as Escalation point for SD related matters.
• Contribute in Service Catalogue creation for end users taking benefit of Service Now tool which GSC NSC organization is rolling out.
• Oversee creation and maintenance of operational SD documentation.
• Be part of Train the Trainer and early adapter of Service Now ITSM tool.
• Work with On-site and central support teams in defining effective way of collaboration.

REQUIRED SKILLS:

An ideal candidate should have:

• 5+ years of experience in Service Desk agent function and proven experience in Service Desk managerial role.
• Basic understanding of Azure Cloud and M365(Windows, Outlook, Teams, SharePoint, MS Office).
• Excellent communication and interpersonal skills.
• Very good command of English written and spoken.
• Can do approach and capability to work in dynamically changing environment.

Below skills will be an advantage:

• Service Now knowledge.
• ITIL Foundation certificate.
• AWS Cloud knowledge.