Consultant - IT Service desk Job

YASH Technologies is a leading technology integrator specializing in helping clients reimagine operating models, enhance competitiveness, optimize costs, foster exceptional stakeholder experiences, and drive business transformation.

At YASH, we're a cluster of the brightest stars working with cutting-edge technologies. Our purpose is anchored in a single truth - bringing real positive changes in an increasingly virtual world and it drives us beyond generational gaps and disruptions of the future.

We are looking forward to hireIT Service desk Professionals in the following areas :

Job Title: Service Desk Coordinator (with ITIL Experience)

Experience: 2-3 years of experience

We are seeking an experienced Service Desk Coordinator with a strong background in ITIL best practices to join our team. The ideal candidate will be responsible for managing and coordinating the daily operations of the service or support desk, ensuring efficient resolution of technical issues, and maintaining a high standard of service for all users. This role requires a proactive individual who can oversee support workflows, monitor service level agreements (SLAs), and support to continually improve service desk processes.

Key Responsibilities:

. Coordinate Service Desk Operations: Oversee the day-to-day activities of the service desk team, ensuring timely and effective resolution of incidents, service requests, and technical issues.

. Incident and Problem Management: Utilize ITIL frameworks to manage the lifecycle of incidents and problems, including classification, prioritization, escalation, and root cause analysis.

. Service Level Management: Monitor and maintain SLAs, KPIs, and other performance metrics to ensure service quality. Take corrective action when performance does not meet expectations.

. Team collaborator: Provide guidance, training, and support to service desk staff, fostering a culture of continuous improvement and professional development.

. Escalation Management: Serve as the point to identify and adhere to escalation processes for complex technical issues, coordinating with other IT teams and third-party vendors as needed.

. Knowledge Management: Maintain and update a knowledge base and improve service desk productivity.

. Reporting and Analysis: Generate regular reports on service desk performance, analyzing trends and identifying areas for improvement. Provide insights to senior management.

. Communication: Act as a liaison between IT, end-users, and other departments, ensuring clear communication of service desk updates, issues, and changes.

Qualifications and Skills:

. Bachelor's degree in any discipline (Preferred: Computer Science, Information Technology, or a related field (preferred).

. 2 to 3 years of experience in an service desk or support role, with at least 1 year in a coordinator position.

. ITIL Foundation certification (required) additional ITIL certifications are a plus.

. Strong understanding of ITIL processes including incident, problem, and change management.

. Proficiency with service management tools (e.g., ServiceNow, Jira, BMC Remedy) preferred.

At YASH, you are empowered to create a career that will take you to where you want to go while working in an inclusive team environment.We leverage career-oriented skilling models and optimize our collective intelligence aided with technology for continuous learning, unlearning, and relearning at a rapid pace and scale.

Our Hyperlearning workplace is grounded upon four principles

• Flexible work arrangements, Free spirit, and emotional positivity
• Agile self-determination, trust, transparency, and open collaboration
• All Support needed for the realization of business goals,
• Stable employment with a great atmosphere and ethical corporate culture