SC Incident and Knowledge SME

Tata Consultancy Services Limited; Sydney; On-site; AUD 90,000 - 150,000; Full time

Job summary

Tata Consultancy Services Limited in Sydney is seeking a Service Desk SME to lead processes, best practices and ITIL-aligned initiatives for optimized service delivery.

The role requires deep knowledge of ITIL Service Management, Operations, and monitoring tools; you will drive improvements in FCR, CSAT and ticket quality while governing Knowledge Management and KCS practices to ensure rapid restoration of Major Incidents.

Qualifications

• Detailed knowledge of all ITIL Service Management Process which includes implementation and BAU activities.
• Exceptional understanding of Operations and ITSM Process.
• Understanding of IT Service Management and monitoring related tools.

Responsibilities

• Serve as the primary SME for Service Desk operations, processes, and best practices.
• Monitor Service Desk performance against agreed SLAs, OLAs, and KPIs.
• Conduct trend analysis on incidents, service requests, and recurring issues.
• Drive initiatives to improve First Contact Resolution (FCR), customer satisfaction (CSAT), and ticket quality.
• Ensure alignment with ITIL and organizational ITSM standards.
• Own and govern the Knowledge Management framework and lifecycle.
• Establish and maintain Knowledge-Centered Service (KCS) practices.
• Major Incident (P1/P2) responsibilities and restore service as quickly as possible.

Skills

ITIL Service Management

ITSM Process

Monitoring tools

Tools

Monitoring Tools

Job description

• Serve as the primary SME for Service Desk operations, processes, and best practices.
• Monitor Service Desk performance against agreed SLAs, OLAs, and KPIs.
• Conduct trend analysis on incidents, service requests, and recurring issues.
• Drive initiatives to improve First Contact Resolution (FCR), customer satisfaction (CSAT), and ticket quality.
• Ensure alignment with ITIL and organizational ITSM standards.
• Own and govern the Knowledge Management framework and lifecycle.
• Establish and maintain Knowledge-Centered Service (KCS) practices.
• Major Incident (P1/P2) responsibilities and restore service as quickly as possible.

SKILLS & EXPERIENCE

• Detailed knowledge of all ITIL Service Management Process which includes implementation and BAU activities.
• Exceptional understanding of Operations and ITSM Process.
• Understanding of IT Service Management and monitoring related tools.