Senior Principal Consultant - Service Desk
Genpact
Hyderabad, India
4d ago

Responsibilities

  • Manage the Service Desk and staff to provide 1st level technical support
  • Effectively managing, developing, and training the service desk team.
  • Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
  • Conducting and sharing results from service and operation performance reviews.
  • Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
  • Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
  • Analyze Incident trends, and recommend and implement actions, with approval, to reduce Incidents.
  • Increase the Availability of self-service capability, such as through providing self-service articles and help documentation for common issues across Service Desks.
  • Act as an escalation point for unresolved or escalated calls
  • Periodic reporting to senior management and represent Service Desk during reviews / meetings.
  • Qualifications we seek in you!

    Minimum Qualifications

  • Must have a technology and service desk background
  • Graduate in any stream
  • ITIL certification
  • Multitasking skills.
  • Ability to pay attention to detail.
  • Preferred qualifications

  • Proven work experience as operations supervisor
  • In-depth knowledge of performance metrics
  • Good PC skills, especially MS Excel
  • Excellent communication and leadership skills
  • Organizational and time-management skills
  • Excellent written and verbal skills
  • Experience / understanding of ITIL methodology
  • The ability to multitask across multiple incidents ยท
  • Understanding of SLAs and KPIs
  • Experience of working in complex, high pressured environments within a 24-hour service structure
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