Responsibilities:
- Supporting the Service Delivery Manager, taking responsibility for the day-to-day operations of managing incidents and service request tickets raised by external customers as well as tickets raised by internal employees and systems from creation, through assignment to closure
- Perform diagnostics of tickets and their status by client and other criteria
- Assign tickets to support resources based on client, ticket type, ticket priority, assigned support resources
- Provide customer-focused 1st line support as part of a team aiming to resolve as issues at first point of contact.
- Provide ticket analysis, reporting and follow up based on Service Level Agreements (ticket response and resolution times)
- Preparing Customer Reports in line with agreed formats;
- Collation of internal KPI metrics in line with agreed formats
- Support the Service Delivery Manager and/or PMO in the execution of his/her tasks;
- In general, you will support the project teams with ad hoc tasks that will enable a smooth support delivery.
Qualifications
- Prior Service Desk Experience – You understand and have previously performed the basic Service Desk Administrative/Analyst tasks such as: Logging a ticket; ticket assignment; changing ticket status, priority, description; ticket reporting; ticket reporting;
- Command authority naturally - You don’t need borrowed power to enlist the help of others – you just know how to do it - you are optimistic and are viewed in a favourable light and are valued by the organisations you work for;
- Possess quick shifting abilities, knowing what to note and what to ignore - The latter is more important since there’s almost always too much data, and rarely too little; ignoring the right things is better than trying to master extraneous data;
- Set, observe, and re-evaluate priorities frequently - You focus and prioritise by ranking what is on your plate constantly and by handling fewer actions, emails, attending fewer meetings, and generally limiting their data input;
- Ask good questions and listen to stakeholders - Great analysts/administrators don’t just go through the motions; they care about communication and the opinions of the parties involved and they are sufficiently self-aware to know how their communication is received by those stakeholders;
- Do not use information as a weapon or a means of control - You communicate clearly, completely, and concisely, all the while giving others real information without fear of what they’ll do with it.
- You understand that you will need to and are excited with the opportunity that you will need to learn so that you can tick the following boxes in the future (your development pat):
- Possess expertise in service desk management – You will end up not just having generic service desk management skills; you will also have a deep familiarity with the multiple fields that operates in, the tools we operate and the approaches we deploy that gives you a natural authority and solid strategic insight;
- Exercise independent and fair consensus-building skills when conflict arises - But you embrace only as much conflict as is absolutely necessary, working solutions that will benefit the company as a whole;
- Cultivate and rely on extensive informal networks inside and outside to solve problems that arise - You identify any critical issues that threaten client support and handle them resolutely (vs. ignoring them);
Pay: ₹2,435,740.90 - ₹3,238,009.96 per year
Benefits:
Application Question(s):
- What is your current salary and your expected salary ?
Experience:
- ServiceNow: 1 year (Preferred)
- Kimble: 1 year (Preferred)
- Service Desk: 10 years (Preferred)
Work Location: Hybrid remote in Gurugram, Haryana
