Information Processing Specialist

Iflow; New Delhi; On-site; INR 600,000 - 900,000; Full time

Job summary

Iflow in Delhi is seeking an experienced Service Desk professional to lead end-to-end transitions for large service desk operations, manage incidents within SLA, and drive adoption of GenAI and automation.

You will coordinate with global teams, oversee voice and chat support, IAM controls, and ensure security compliance while delivering excellent customer engagements.

Qualifications

• Experience leading large service desk transitions and operations.
• Strong experience with voice and chat support environments.
• Solid understanding of ITSM processes and governance.

Responsibilities

• Lead end-to-end transitions for large service desk operations with change management and knowledge transfer.
• Develop transformation proposals aligned with client goals and business objectives.
• Engage with front-end customers for demonstrations and requirements gathering.
• Serve as Pre-sales Solutions Lead with sales and tech team collaboration.
• Oversee daily service desk operations ensuring high quality support and satisfaction.
• Maintain IAM and security controls compliance; coordinate with global teams.

Skills

Service desk transitions

Voice & chat support

ITSM processes

GenAI & automation

IAM & security controls

Stakeholder management

Job description

Role Descriptions

• Provide day-to-day technical support to end users via calls| chat| email| and ticketing tools.
• Troubleshoot hardware| software| network| VPN| and application-related issues.
• Manage user accounts| password resets| and access requests.
• Resolve incidents within SLA timelines and provide regular updates.
• Escalate unresolved issues to appropriate support teams.
• Support Office 365| Outlook| Teams| and collaboration tools.
• Perform regular system health checks and preventive maintenance activities.
• Maintain documentation| SOPs| and knowledge base articles.
• Coordinate with infrastructure| application| and security teams during major incidents.
• Ensure compliance with IT policies and security standards.
• Participate in shift handovers and daily operational reviews.

Essential Skills

SummaryThe Service Desk associate will leverage deep expertise to drive large‑scale service desk transitions| propose transformative solutions| and lead customer engagements. Service desk plays a pivotal role as a ensuring seamless operations| compliance| and innovation within enterprise environments.

Key Responsibilities

• Lead end-to-end transitions for large service desk operations| ensuring efficient change management and knowledge transfer.
• Develop and present transformation proposals tailored to client needs and business objectives.
• Front-end customer engagements| acting as the primary point of contact for solution demonstrations and requirements gathering.
• Serve as Pre-sales Solutions Lead| collaborating with sales and technical teams to craft winning proposals and solution strategies.
• Oversee daily service desk operations| ensuring high standards for voice and chat support| incident resolution| and customer satisfaction.
• Maintain compliance with security controls and regulatory requirements| including Identity and Access Management (IAM).
• Drive adoption of GenAI and automation technologies to enhance service delivery and enable self-service capabilities.
• Coordinate with global support teams to manage enterprise-scale operations and deliver consistent service worldwide.

Required Skills

• Proven leadership in service desk transitions and operations.
• Strong expertise in voice and chat support environments.
• In‑depth knowledge of ITSM tools and processes.
• Exposure to GenAI platforms and automation solutions.
• Experience implementing and monitoring security controls| including IAM.
• Excellent communication and stakeholder management skills.

Preferred Qualifications

• ITIL certification or equivalent process expertise.
• Experience supporting large| enterprise environments.
• Advanced understanding of IAM and security frameworks.
• Background in automation and self‑service enablement.
• Track record in handling global support operations.

Desirable Skills

Keyword

Skills: Business Process Excellence~IT IS_Service Desk

Experience Required

2-4

Disclaimer

This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.