Senior specialist - Service Desk
About the role
The Senior Specialist - Service Desk is responsible for overseeing end-to-end IT infrastructure delivery in the End User Computing (EUC) space, managing a service desk team of 30-40 members. The role involves driving team performance against SLAs, developing and implementing service procedures, and improving help desk efficiency through analysis and recommendations. The position also requires managing staff scheduling, providing regular training, and ensuring high-quality customer support. Additional responsibilities include resource management, ITIL process implementation, automation in service delivery, and management reporting. The candidate should have a strong understanding of technology landscapes and experience in managing overall IT infrastructure.
Must have
- 8-10 years’ experience profile accountable for end to end IT Infra delivery in the EUC space
- Management of Service Desk team of direct and indirect reports; and responsible for driving performance against agreed Service Level Agreements (SLA's)
- Develop and implement procedures to provide high-quality services both internally and externally
- Generate ideas and implement methods to improve call resolution
- Improve efficiency and effectiveness of help desk activity by analyzing and proposing recommendations
- Manage staff levels and scheduling to provide full cover during required business hours
- To optimize customer support, provide staff with regular training and appraisals
- Strong Leadership & customer relationship skills and drive to push things within and outside the system.
- Overall Strong Technology Landscape understanding & experience in managing overall IT Infra.
- End User Computing
- Service Desk
- Desktops & Laptops Support.
- Blackberry Support.
- Teleconference.
- Knowledge of Data Center Technologies
- ITIL process definitions and implementation. Preferably ITIL certified. Understands the process gaps and implement necessary changes to align to ITIL guidelines
- Automation in service delivery – Encourage automation in service delivery to improve response and service.
- Innovative ideas – Values adds - Encourage innovative ideas that has direct impact on resources, revenues without any disturbance in the existing services.
- Resource management. Ensure optimal resource utilization and YOY show improvement in resource utilization.
- Utilization – Manage the optimal utilization of resources and manpower to deliver the agreed services to customer.
- Understanding of P&L management
- Management reporting – Responsible for timely and accurate reports about the performance of the team and the environment that is being serviced. Generate appropriate reports to higher ups within HCL and for the steering committee meetings with the customer.
Technologies
- ITIL
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