- Solid understanding of ServiceNow and ITSM processes
- Excellent English written and verbal communication skills
- Supervise and review Service Desk activities
- In-person feedback to reporting agents regarding ticket hygiene and operational/procedural hygiene
- Root cause analysis, tracking, and reporting of escalation and SLA misses
- Participate in calibration and collaboration meetings with support function leads
- Conduct new hire technical and account-specific training based on the requirements
- Create, maintain, and update the account training plan
- Provide hands-on assistance to team members in case of issues, both through direct intervention and mentoring
- Prepare Score Cards and discuss and share feedback around improvement areas
- Identify top performers and nominate them for Rewards & Recognition and appreciation
- Monitor ticket aging reports and drive team members to work on aging tickets
- FCR analysis find out controllable resolution errors that could have been resolved at SD/L1
- Help define and implement service desk methodology to improve performance and a fit-for-purpose Service Desk capability. Supports the management of the service operational delivery of an in-house service desk helping to define the right performance metrics, performance targets, and agreed service level.
- Lead and run a team of service desk analysts driving performance, and development focusing on a people management approach, following ITIL guidelines, and supporting the overall management team.
- Manage team s workload using the ServiceNow ITSM tool focusing on workload volume control (queue management for all tickets via portal, calls, and chat) resource management across service desk activities, promoting ticket ownership and quality of service.
- Handling day-to-day critical issues
- Driving service Improvements by proactively identifying trends, gaps, training requirements, and high levels of service, promoting an effective first-time fix metric.
- Driving End user experience strategy helping define quality criteria and service desk performance rating.
- Supports Management leading service desk operating model by leading daily and weekly operational calls including shift handovers (workload and priorities), Rota, shift management, break monitoring, etc.
- Self-motivated, with a can-do attitude.
- SOP/KA creation, modification and tracking
Experience: Up to 6 years and a minimum of 4 years in the Service Desk domain.
Tools : Service Now, MS Office, Active Directory, Good understanding of Windows and Linux Servers, and Any Call Management tool.
Must have skills: ITIL V3 or V4 foundation certified, Team management, Customer Handling skills, Escalation management, Continue Service Improvement, SLA Management, Decision-Making Skills, Measuring Performance/Performance Management Skills.
