Role description
Job Summary
Lead and manage a small service desk team to deliver efficient IT support drive optimization through automation and AI and ensure highquality service to end users
Job Description
Provide service desk support to approximately 2000 users via Phone Chat Email and selfservice portal in English Manage incident and service request lifecycle with single ownership of tickets Monitor and guide team performance focusing on hygiene quality and continuous improvement Implement industry best practices to upskill and enhance team capabilities Possess strong knowledge of Windows 1011 and indepth troubleshooting of customer applications Act as Major Incident Manager coordinating critical incident management and communications Perform remote diagnostics and troubleshooting incident escalation and knowledge management Support VIP users and monitor digital experience Oversee Converged Ops L15 team 24x7 supporting applications and infrastructure using SOPs Utilize LTIMindtree tools such as Chatbot ServiceNow and Joritz for service desk operations Drive automation initiatives including stubcodes swivel tool implementations and minor workflow automations Leverage advanced analytics and knowledge base to reduce ticket backlog and improve first call resolution Focus on productivity and automation benefits targeting 510 improvement from year 2 onwards through improved MTTR firsttime closure rates and event correlation to reduce noise and enable autoresolution
Roles and Responsibilities
Lead and manage a small service desk team ensuring high performance and adherence to service standards Identify and implement optimization opportunities involving automation and AI to improve service efficiency Monitor team metrics and drive continuous improvement in service quality and user satisfaction Coordinate incident and service request management ensuring timely resolution and escalation when needed Develop and maintain knowledge management processes to empower the team with uptodate information Collaborate with infrastructure applications hardware and desktop support teams for seamless issue resolution Act as escalation point for critical incidents and manage communications with internal and external stakeholders Promote selfservice catalogues and intelligent routing to minimize ticket volume and improve user empowerment Drive adoption of digital ITSM processes and tools to enhance service delivery and automation capabilities Support the implementation of advanced analytics and AIdriven solutions for proactive issue detection and resolution
Skills
Mandatory Skills : Servicedesk
Good to Have Skills : Azure Active Directory
About LTM
LTM is an AI-centric global technology services company and the Business Creativity partner to the world’s largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI — enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM — a Larsen & Toubro company — owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltimindtree.com/recruitment-fraud-alert/
