AI-Driven Service Desk Lead

EDM S. DE RL DE CV; Nuevo México; Híbrido; MXN 300.000 - 420.000; Jornada completa

Descripción de la vacante

Genpact is seeking a Sr. Analyst - Service Desk to lead ITSM tool implementations, drive service excellence, and guide incident, problem, and change management in a hybrid work setup across Mexico. You will collaborate with diverse teams to enhance processes, monitor KPIs, and develop comprehensive ITSM documentation.

The role emphasizes agile methods, ITIL foundations, and strong stakeholder communication to deliver measurable improvements in service delivery and customer outcomes.

Formación

• Bachelor's degree or higher in a relevant field.
• ITIL Foundation certification or equivalent experience.
• Experience with ITSM processes and service-delivery improvements.
• Strong incident, problem, and change management experience.
• Comfort working in a cross-functional, fast-paced environment.

Responsabilidades

• Lead the implementation, configuration, and enhancement of ITSM tools and processes.
• Monitor service levels and KPIs to ensure SLA compliance and continual improvement.
• Provide guidance and support in incident, problem, and change management.
• Collaborate with cross-functional teams to drive IT service excellence.
• Perform trend and root-cause analysis for service improvements.
• Develop and maintain ITSM documentation (policies, procedures, work instructions).
• Lead the implementation, configuration, and enhancement of ITSM tools and processes.
• Monitor service levels and KPIs to ensure SLA compliance and continual improvement.
• Provide guidance and support in incident management, problem resolution, and change management processes.
• Collaborate with cross-functional teams on process improvements and IT service excellence.
• Conduct trend analysis and root cause analysis to identify opportunities for service improvement.
• Develop and maintain ITSM documentation, including policies, procedures, and work instructions.

Conocimientos

Agile Methodology

IT Service Desk

Client Relations

Collaboration Tools

Design Thinking

Executive Presence

Educación

Bachelor's degree - Computer Engineering

Bachelor's degree - Database Management

Bachelor's degree - Information Systems

Bachelor's degree - Information Technology

Bachelor's degree - Network Engineering

Herramientas

ITIL Foundation

Descripción del empleo

Genpact is seeking a Sr. Analyst - Service Desk to lead ITSM tool implementations, drive service excellence, and guide incident, problem, and change management in a hybrid work setup across Mexico. You will collaborate with diverse teams to enhance processes, monitor KPIs, and develop comprehensive ITSM documentation.

The role emphasizes agile methods, ITIL foundations, and strong stakeholder communication to deliver measurable improvements in service delivery and customer outcomes.