Role: Service Desk Support
Location: Noida
Experience: 5 - 7 Years
Role Type: Permanent | Full time
Notice Period: immediate
Role Summary :
Responsible for managing and delivering high-quality Service Desk support, ensuring excellent customer experience, adherence to ITIL processes, and effective coordination across teams, shifts, and locations.
Key Responsibilities :
- Manage end-to-end Service Desk operations and support activities
- Ensure excellent customer experience across the Service Desk domain
- Lead, manage, and support team members across multiple locations and shifts
- Act as a backup for other domain leads when required
- Manage and influence internal and external stakeholders effectively
- Ensure adherence to ITIL processes and best practices
- Oversee Service Desk performance, operations, and continuous improvement
- Own accountability for Service Desk deliverables and outcomes
- Enable skills validation for new hires and share assessment scores with customer-nominated SPOC on a quarterly basis (up to 2 quarters)
Required Skills & Qualifications :
- Excellent written and verbal communication skills in English
- Strong logical thinking and problem-solving skills
- Proven team management and leadership capabilities
- Good understanding of ITIL processes
- Familiarity with ServiceNow as a ticketing/ITSM tool
- Strong knowledge of Microsoft Office Suite, especially Excel and PowerPoint
- Willingness to obtain ITIL 4 certification within 6 months of onboarding
- Ability to work in a multi-shift, multi-location environment
Tools & Technologies :
- ServiceNow
- Microsoft O365 (Outlook, PowerPoint, OneDrive, Teams, SharePoint)
- Basic desktop application support
- Basic knowledge of Avaya
- Basic AWS Cloud Connect knowledge
