Job Category: Service Desk Lead
Job Type: Full Time
Job Location: Mumbai
Company Name: One of the Leading Bank
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Client :- One Of The Leading Bank
Role :- Service Desk Lead
Location :- Mumbai – Airoli
Grade :- Upto AVP
Job Description
| Job Title | Service Desk Lead |
| Grade | Manager/Sr Manager |
| Department | Information Technology |
| Location/Branch | Airoli |
| Reporting To | Shobhan Desai |
- Position Purpose
| Service Desk Lead will be responsible for managing Apno Ka IT Service Desk team |
Position Responsibilities
| Sr. | Key Responsibilities (Please mention all the responsibilities expected from the incumbent to perform) |
| 1 | (a) In-Charge of Apno Ka IT Service Desk Support (b) Service Level & IVR Monitoring (c) End to End ITSM Tool Management – implementing ITIL framework in tool (d) Manging Escalation Desk with reduction in escalation and improvising zero-day closure (g) Monthly Score Card measurement of Service Desk Performance (h) Govern the Service Desk process, Documentation and Control Procedures for End User Compute (I) Enhance Customer Service – Experience – Engagement – Professional & Personalised Service (j) Reduce Operational Risks & Compliance issues – Support Audits and achieve Clean Audits (k) Conduct Self Audit – EWS, reduce discrepancies (l) SLA Adherence on each Incident and Request (m) Implement Auto TATs to users for each ticket & innovate self-help moving from a traditional Service Desk model (n) Work on right sizing and increase remote based model for Apno Ka IT (o) Increase FCR at Apno Ka IT with effort reduction of other resolver groups. (p) Improvise Quality of Service (communication – Responsiveness – Support – Engagement) (q) Achieve Factory Model. Apno Ka IT works only as per laid process – policies – SOP (r) Integrate and improvise on knowledge base module across all resolver groups. (s) Implement BOT and eliminate ticketing culture (t) Setup world class ITIL Tool practices – improve Technology efficiency (2) Dashboards / Reports: (a) Publish Executive CIO/CTO dashboards on weekly basis around Apno Ka IT performance (3) Audits: (a) Timely closure of all Audit points around Apno Ka IT Service Desk (b) Achieve Zero Major Audit Findings / Observations |
- Qualifications and Experience Requirement
| Qualifications | |
| Essential | Graduation (ITIL certification preferred) |
| Experience | |
| Essential | – Minimum 5 years of experience in managing IT Service Desk – Should have experience of working on various ITSM tools – Should have experience of handling Service Desk and Remote team – Should have experience of handling various statutory audits wrt IT Service Desk |
- Skills
| Skill | Attribute |
| Technical & Functional | Should be aware of technical jargons related with IT Service Desk Management Should be aware of best practices of IT Service Desk Management specifically in multi-location environment. Should have handled a team size of more than 10 people |
| Behavioral | Excellent verbal & written skills Team player |
For Management 2000 Placements & Recruitments Pvt., Ltd.,
Kalpana Jha
Branch Business Consulting Partner
kalpana@careerzodiac.com