Job overview:
This position is a combination of Technical and Process Analyst (L1) role within the global service desk team. The role will drive both operational service desk as L2 escalation management along with strategic and tactical initiatives focused on continuous improvement and service excellence.
It will be responsible for establishing and monitoring service excellence metrics, create and manage Knowledge articles, drive continuous improvement through innovative techniques, and building process improvement capabilities across the team.
Key Responsibilities
- Continuous Improvement Initiatives: Identify opportunities for improvement by analyzing processes, technology, and automation potential.
- Service Excellence Metrics: Define, implement, and track key performance indicators to measure service quality and efficiency.
- Knowledge Management: Create, modify and publish service desk knowledge articles.
- Process Analysis: Conduct root cause analysis and workflow reviews to highlight inefficiencies and recommend solutions.
- Collaboration: Liaise with cross-functional teams to ensure improvement ideas are captured, prioritized, and implemented effectively.
- Capability Building: Support the team in adopting process improvement methodologies and tools, enhancing problem-solving skills at the L1 level.
- Innovation: Introduce creative approaches to embed a culture of service excellence and continuous learning.
Ideal Candidate Profile
- Strong analytical skills with the ability to interpret data and identify improvement opportunities.
- Familiarity with IT service desk operations and basic technical troubleshooting.
- Knowledge of Continual Improvement tools.
- Excellent communication and collaboration skills to work across global teams.
- A proactive mindset with a passion for driving change and improving customer experience.
Interested candidates can share their resume to [email protected]
Work Location: In person
