Job Title:

Specialist - Service Desk and Service Management

Summary:

Key Tasks and Deliverables:
. Identify, troubleshoot and resolve IT support issues based on defined troubleshooting scripts and best practices. Execute these activities per defined KPI's
. Pro-actively identify and communicate potential bottlenecks, problems and operational adjustments that improve the stability of IT operations.
. Identify key areas and support knowledge management based on IT Incidents and Service requests.
. Per requirements support IT projects and initiatives for testing, validation and document creation.
. Drive skillset improvement, knowledge sharing and intergroup training within the IT Service Desk Analyst to drive continuous service improvement (SME structure).

Responsibilities Include:

Position Objectives:

.Effectively resolve IT Incidents and IT Service requests submitted by Momentive end-users based on defined troubleshooting scripts, best practices and available knowledge management articles.

.Primary contact person for first line Incident resolution, ServiceNow, knowledge sharing, coordination and communication of information required to be shared with other IT Service Desk Analysts.

.24x7 support

.Be a subject matter expert for all Service Management processes.

.Own the Knowledge Management process.

.Provide support and feedback related to testing, validating and coordinating IT projects and IT Service process improvements based on resource availability.

.Proactively coordinate and communicate activities during major incident process

.Identify and implement process opportunities to drive First Call Resolution improvement and reduce service interruptions to the organization.

.Basic ServiceNow development and maintenance

.Continuously monitor, evaluate and evolve the IT Service desk processes and best practices to increase effectiveness and maturity of IT service and drive operational stability. Main input for knowledge and problem management opportunities.

.Provide consultation, training, documentation and guidance to IT managers regarding ITIL methodology, processes, procedures and approach.

.Analysis of First Call Resolution misses and conduct Quality audits for team on a regular basis

Qualifications:

The following are for the role

Key Metrics (KPI's):

• First call resolution,
• Abandon call rate,
• Customer Satisfaction surveys
• IT Service Operations metric (Incident, Problem, Request Fulfilment)

Key Relationships:

• Internal: End-users, Senior IT management, 2nd and 3rd line IT support groups and their manager.
• External: Software vendors and service providers. Third parties that host applications for Momentive across the region.

Accountabilities:

• Primary contact person for first line Incident resolution & Service Request fulfillment
• Knowledge sharing, coordination and communication of information required to be shared with IT Service Desk Analysts
• Have SME role in IT Service Operations area, drive process improvements and metrics
• Provide main input for knowledge management opportunities
• Accountable to ensure adherence to IT policies and processes.

Decision Making Authority:

• Prioritization of IT support issues based on defined processes. Coordinate request fulfillment with other internal and external IT support groups

Additional Job Description

Competencies

Interpersonal Skills

• Continuously looks for more challenging tasks, demonstrates thirst for learning
• Grabs any learning opportunity and comes out as a quick learner
• Seeks guidance on own professional and personal development and understands own strengths & weaknesses
• Proactively learns on the job practices learning by doing
• Takes necessary measures to meet goals and figures out ways to track progress to ensure successful completion of goals

Creativity & Innovation

• -Explores solutions that are different from standard operating procedures to meet the requirement
• -Adds new, valuable knowledge and insight into the idea generation process
• -Willing to take appropriate risks and follows through on ideas to get the job done
• -Facilitates effective brainstorming and idea generation processes

Commitment & Passion

• Volunteers to lead / take part in the new tasks
• Does not give up if faced by an obstacle and comes forward to learn from mistakes and finds alternative approach
• Keeps oneself updated on the surroundings and upgrades oneself to be ahead of all
• Earns interest by meeting commitments consistently and demonstrates can-do attitude and good energy levels
• Energetic and motivated. Willing to learn
• Approaches co-associates in a pleasant, happy and upbeat manner.

Problem solving skills

• Understands patterns in data and analyses the issue from different perspective
• Seeks and analyses information from a variety of relevant sources both within and outside of the organization
• Ability to perform activities with minimal guidance and has a fair understanding of local organization.

Fostering Teamwork

• Ensures good morale within the team
• Open and transparent in one's transactions with internal and external stakeholders
• Connects with immediate stakeholders on regular basis
• Exhibits high networking skills both with stakeholders
• Helps people to give their best and provides confidence and maintains good morale

Responsibility / Accountability

• Makes difficult decisions with self-assurance and confidence, and accepts ultimate responsibility for them
• Ability to accept additional activities and responsibilities from time to time
• Comfortable to reach out to resources when necessary

Experience - 5 to 8 Years in Service Desk role

What We Offer:

At Momentive, we value your well-being and offer competitive total rewards and development programs. Our inclusive culture fosters a strong sense of belonging and provides diverse career opportunities to help you unleash your full potential. Together, through innovative problem-solving and collaboration, we strive to create sustainable solutions that make a meaningful impact.Join our Momentive team to open a bright future.

About Us: