Location: Chennai

Scope & Accountabilities: 

  • Identify, monitor and report on the services and service levels required to support and deliver the IT Service Desk.
  • Ensure proper and prompt recording of incidents/Problems & changes in the ITSM tool. 
  • Track each call to resolution.
  • Ability to meet agreed deadlines, with demonstrable Productivity (Incident Completions etc.)
  • Ability to work in a culturally diverse environment.
  • Ensure the adherence to escalation matrix.
  • Establish and maintain the Service Catalogue.
  • Ensure relevant Service Level Agreements (SLAs) are monitored and reported on and communicated to relevant stakeholders.
  • Identification of trends in incidents & service requests logged and input for consideration as projects and upgrades.
  • Provide reporting on call volumes-Incidents & service requests trending within the Servicedesk and wider IT team. 
  • Should have good knowledge on Windows 10 Operating system, Unified Communications platform (Email,  Skype for Business) and basic understanding of how Network components and server devices work.
  • Coordinate the identification and resolution of service incidents and problems and where required escalate to and co-ordinate resolution with third party suppliers.
  • Identify and manage service improvement opportunities. Ensure continuous service improvement is embedded in the culture and working practices of the Service Desk.
  • Ensure all service management process are documented, maintained and adhered to.
  • Manage and maintain the access rights to the organization's Systems and Information where these have been delegated to the Service Desk.
  • Ensure major incident response procedures have been identified, documented and maintained and that Service Desk staff have been trained on these procedures.
  • Manage and administer the Service Desk toolset to ensure it meets the requirement of service provision and supports alignment with ITIL v3.
  • Oversee management of on-shift and off-shift staff rotation to ensure continuity of service.
  • Any call which require escalation to 3rd party vendors to be tracked till closure.
  • Ensure incidents levels and associated mean time to restore are continually being driven down via documentation creation within a knowledge base, training of service desk representatives and/or process enhancements.
  • Maintaining database of the various vendors with details like contact person, telephone Nos., escalation matrix, response time and resolution time commitments etc.
  • Ensure that IT security polices / other Standards followed at the organization are fully complied with the operations run for the helpdesk support areas.
  • Protect Confidential and sensitive information and materials. 
  • Work to achieve individual and team goals.
  • Flexible to work in 24/7 shifts. 

Education: 

  • Degree in Computer Science or related discipline.
  • Fluent in English language, written and verbal
  • ITIL Foundation Certificate in IT Service Management

Experience: 

  • 5+ years of experience in IT Support Services.
  • Must demonstrate 3+ years ITIL Service Delivery experience.