Urgent Requirement For Associate Sme- Service Desk P3a
- Microland
- 6 - 11 years
- Noida, Gurugram
- 18 days ago
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Job Description
This is for Gurgaon sector 18, general shift and alternative 6 days, no cab facility
Job Description Service Desk(Assoc SME/Sr SME/SME)
Bachelors degree/diplom
or information technolog
TDU
DWP & Service Management
Service Desk/Tech Support
Education qualification
P3A - 5 to 7 Years
P3B - 7 to 9 years
P3 C- 8-11 years
Sub TDU
Level
Years of Experience
Type of position
Certification
P3
Full Time/Contractor
TDEDWPSVDP3A
TDEDWPSVDP3C
TDEDWPSVDP3B
ITIL Preferred
6 Sigma
ML Role code
1. Associate SME - Service Desk
2. Senior SME - Service Desk
3. SME - Service Desk
ML Role Name
Responsibilities
1. Manage the end to end Service desk management portfolios i.e. Service desks Management,
Service desk owned Incidents lifecycle, share scheduled inputs to Problem & Knowledge
management team. Ensure tickets closure within the agreed SLA.
2. Manage all SLAs and KPIs attached to enterprise global service desk and drive reviews with
customers
3. Helping the team in technical issues by providing inputs and identify and handle all internal
and external escalations on time.
4. Prepare timely reports for the client Timely acknowledgement, assignment & Queue
management of tickets to team.
5. Create Incident analysis report along with various trend analysis & drill downs to identify
opportunities for problem management, Prepare RCA's and KRAs as applicable, skill matrix for
individuals and conduct appraisals.
6. Conduct team meetings, Sort any non-technical issues within the team, Roistering and ensure
adequate leave planning.
7. Induction training for new hires, Participate in the hiring process, handling conflict situations
to ensure smooth transaction across various technology/support teams Lead/motivate/Inspire
and encourage teams to achieve higher goals.
8. Ensure knowledge base articles are available regularly, Host Service performance review calls,
Ensure proper documentation of technical/process changes in present service desk
architecture.
9. Co-ordinate & create RCA in pre-defined RCA template, Bridge calls - Drive service outage
calls, if needed.
10. Monitor the team common mail boxes and respond to client e-mails, Own and conduct
reviews as per the governance model of the program.
11. Tracks matrices related to performance of the service line and drives service improvement
plans and programs to improve them.
12. Maintains technical knowledge by attending educational workshops, reviewing publications
13. D
Published on: 24-11-2021
Internal & Confidential
riving new initiatives in the program
14. Tracks matrices related to performance of the service line and drives service improvement
plans and programs to improve them.
15. Prepare and conduct technical training programs
16. Assess training needs and certification requirements
Technical Skills
1. Conduct root cause analysis for the escalations / tickets ITSCM
2. Should maintain all the individual stats and for the program
3. Should have very good operational and process knowledge
4. Should possess very good management skills
5. Should take up any additional initiates taken can be highlighted and will be an added
advantage
6. Knowledge of modern training techniques and tools in technical subjects
7. Presentation Skills, Written Communication, Training Management, Technical Zeal, Self-
Development, Technical Leadership, Presenting Technical Information, Self-Confidence,
Microsoft Office Skills
8. Top-notch administrative, research, and troubleshooting skills
9. Outstanding analytical, planning, and assessment abilities
10. Ability to host training workshops
11. Knack for detecting and removing barriers to learning
12. Excellent organizational and time-management abilities
Behavioral & Functional skills
1. Good verbal & written communication skills
2. Time management
3. Ability to collaborate and work in a team
4. ITIL and six sigma certified
5. Decision making
6. Problem solving
7. Planning, organizing & prioritizing
8. Active listening skills
Published on: 24-11-2021
Internal & Confidential
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: MicrolandLocation(s): Noida, Gurugram
Keyskills: Service Desk Escalation Management IT Service Desk Shift Management SLA ITIL
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