IT Service Desk Support Engineer
- Polaris Software Lab
- 5 - 8 years
- Bengaluru
- 2 months ago
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Job Description
- Process Improvement: Evaluate and automate service desk processes to enhance productivity and quality.
- Onboarding Management: Develop and document onboarding processes for new services, ensuring smooth integration and comprehensive training.
- Tool Utilization: Manage initiatives in Jira, implement and maintain Service Catalog items in ServiceNow, and recommend tools to improve operations.
- Collaboration: Work with the Service Desk team and cross-functional teams to solve operational problems and implement solutions.
- SOP Development: Create and maintain up-to-date SOPs, ensuring they adhere to best practices and are clear and concise.
- Knowledge Base Maintenance: Maintain and update the knowledge base, incorporating feedback from end-users and stakeholders.
- Incident Management: Develop and enforce incident management policies and procedures, conducting regular audits for improvement.
- ITIL/ITSM Adoption: Identify and implement ITIL/ITSM processes and conduct training programs.
- Bachelor s degree in computer science, management information systems (MIS), business, or a related field, or equivalent work experience.
- 5+ years of experience in IT.
- 4+ years of experience in Service Desk and/or IT support.
- 1+ years of experience in ITIL/ITSM process improvement implementation.
- Exceptional communication skills and the ability to work independently and collaboratively with various teams.
- Strong analytical and problem-solving skills is required.
- Experience as a power-user/admin/developer in ServiceNow.
- Project management experience desirable.
- Certifications in ITIL Foundations, ServiceNow, Lean Six Sigma certifications are a plus.
- In office working model.
- Working shift 2:30 PM - 11:30 PM IST.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information Security, Role Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: Polaris Software LabLocation(s): Bengaluru
Keyskills: Computer science Automation MIS Project management Process improvement Analytical Incident management ITIL Continuous improvement Operations
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Polaris Software Lab
About the Company :For millions of people around the world, Polaris has become synonymous with adventure and passion, in both work and play. For more than 65 years, weve been making high-quality, breakthrough products—whether it’s launching the snowmobile industry,...
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