Aditya Birla Group Looking for Service Desk Lead – Worli Mumbai – 5+ yrs – qu[...]

Aditya Birla Group; Mumbai City; On-site; INR 6,75,000 - 9,00,000; Full time

Job summary

Join a forward-thinking company as a Service Desk Lead, where you will be the vital link between internal customers and external partners. This role is pivotal in managing service desk operations, ensuring high-quality service delivery, and enhancing customer satisfaction. You'll utilize your expertise in ITSM tools to streamline processes, oversee ticket management, and drive service improvement initiatives. With a focus on operational excellence, you'll lead discussions on issues, coordinate across teams, and manage the lifecycle of Office 365 SharePoint solutions. If you're passionate about delivering exceptional service and thrive in a dynamic environment, this opportunity is for you.

Qualifications

• Proven experience in service desk roles with strong ITSM tool knowledge.
• Ability to manage customer expectations and improve service delivery.

Responsibilities

• Serve as a single point of contact for service desk delivery.
• Manage service desk ticketing and ensure high customer satisfaction.
• Lead discussions on operational issues and ensure timely resolutions.

Skills

ITSM Tools

Service Desk Management

Change Management

Customer Service

Incident Management

Problem Management

Education

Bachelor's Degree in IT or related field

Tools

Service Now

Remedy

Symphony

Office 365 SharePoint

Job description

This position is on Third Party payroll.

Applicants from Mumbai can only apply.

Position: Service Desk Lead

Key Deliverables

1. Serves as a single point of contact to the internal customer & external partner for service desk delivery.
2. Service Desk Ticket Management and review with the cross functional teams. Actions include –

1. Ticket Reviews and Governance.
2. Open Ticket Escalations
3. Change Management
4. Handle All customer calls
5. Inter-team coordination
6. Bridge between various Support teams and Birla Carbon
7. Work closely with End User Team and Regional IT / Site contact
8. Weekly review with the Cross Functional Teams
9. Send MoM of meetings done and track the minutes
10. Knowledge article and SOP review with service partner
11. Track RCA of major incidents
12. Present daily dashboard on status

Service Desk Tool

1. Understanding of ITSM Tools such as Service Now, Remedy, Symphony, etc.
2. Understanding of the ITSM processes – Service Request, Incident, Change, Problem, etc.
3. Hands-on working experience on Service desk tools.
4. Ability to help users understand service catalogue and improve adoption.

Additional Responsibilities

1. Maintain high performing service support functions and ensure CSAT.
2. Ensure relevant governance / seamless interlock with the partner.
3. Review service Tower performance (overall view) and devise improvement plans as required.
4. Responsible for service quality, service delivery performance and drives service excellence.
5. Make recommendations for Service Improvement / Quality Plans and ensure actions are followed through to completion in a timely manner.
6. Lead discussions on operational Issues & ensure resolution of issues.
7. Own delivery – as owner of the escalation process, Program Manager will take ownership of major incidents to ensure coordination between resolving teams, effective communication to stakeholders and submission of Incident report and Root cause analysis.
8. Drive and manage the overall environment to ensure that all assets are built and maintained to high standards of performance and security which will lead to improved uptime.
9. Capture and prioritize incidents, coordinate business and technical teams for development, testing and implementation of solutions.
10. Ensure SLA standards are met in resolution of L1, L2 and L3 incidents.
11. Investigate system issues, identify system/ process root cause, and determine path forward for resolution.
12. Responsible for the delivery and lifecycle management of the Office 365 SharePoint product and related services and solutions for every Birla Carbon employee.
13. Understand the business and customer needs to introduce solutions that solve business problems.
14. Manage small projects using proven concepts to apply EUC technology to meet business needs.
15. Coordinate work across all functions to share available capabilities and implement as per best practices.
16. Capture and prioritize requests, coordinate business and technical teams for development, testing and implementation of solutions.
17. Develop and maintain test plans to be executed after system upgrades.
18. New Technology evaluation and rollout.