International Voice Process - IT service Desk
- Tech Mahindra
- 5 - 10 years
- Mumbai
- 3 years ago
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Job Description
Roles and Responsibilities
Hiring For Transformation Consultant
We are Currently looking for International Voice Process into IT service Desk
JOB DESCRIPTION
Role Overview
- The Service Desk transformation consultant will drive transformation projects from inception to fruition in current service desk accounts. Main responsibilities will include analyzing data trends, identifying opportunities for automation and expand additional scope through shift left
Work Experience
- 6 - 8 years of experience in IT Service Desk
- Prior consulting experience is a must
Educational Qualification
- Should be a IT Science Graduate (BCA, BSC, BE, BTech, MCA)
Responsibilities
- Provide consulting services with in Service Desk projects after going through SOW and operational documents
- Seek opportunity for Automation, Robotics and other technology solutions to bring scalability in the Service Desk processes
- Analyze data points and ticket dump to derive trends and patterns
- Identify tasks which are repetitive and currently being handled manually and come up with automation opportunities
- Presenting the recommended approach to customer and take sign offs
- Project Manage the execution of finalized plan
- In-depth experience of working/consulting in ITSM tools with specialization in Incident and Service Request Management
- Manages projects to increase efficiency and productivity
- Provide shift left opportunities for Service Desk in an Integrated deal with larger scope including Infrastructure and application support
Prior Experience
- Should have worked in Service Desk environment with preferable IMS/Infra background
- Have lead automation projects in the past
- Understanding of L1/L1.5/L2 scope with in Infrastructure support
Other Essential Skills
- Hands on Experience on any of the ITSM Tools (SNOW, Remedy, CA Service Desk)
- Deep understanding of ITIL v3 foundation
- Service Management experience Major Incident Management, Problem Management and Change Management
- Technical knowledge including server and network support
- Understanding of SaaS implementation process (Good to have)
- Understanding of SDLC process (Good to have)
Communication and Soft Skills
- Excellent verbal and written English communication and soft skills
- Excellent customer service skills
- Ability to work well with others, particularly senior level IT and business managers
- Ability to establish affective working relationships
- Demonstrate ability to be assertive when necessary
- Remains calm and focused in stressful situations
- Be at ease with communicating both internally and externally at all levels
- Adopt a sensitive approach towards confidential information
- Act in a proactive rather than reactive manner
- Ability to relate to Senior IT staff and business managers, through clear understanding of the Clients business strategy and IT service in place
Preferred Technical and Professional Expertise
- Hands on experience in creating Business case
- Basic understanding of RFx documents
- Ability to work in collaborative environments and proven interpersonal skills while contributing to team effort by accomplishing related results as needed
- Individual contributor who can work under their own direction towards agreed targets/goals and with creative approach to work
- Intuitive individual with an ability to manage change and proven time management
Working in 24/7 environment and flexibility is required since the operations from our customer is running in different shifts.
IF INTERESTED PLEASE CONTACT/ WHATSAPP/ EMAIL
HR Marina : 8309307***
HR Ankitha : 6301555***
Email ID- TB*******3@Te*********a.com
BX*******7@Te*********a.com
Job Classification
Industry: BPO / Call CentreFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Other
Role: Other
Employement Type: Full time
Education
Under Graduation: B.Sc in Computers, B.Tech/B.E. in Any Specialization, BCA in Any SpecializationPost Graduation: MCA in Computers
Doctorate: Doctorate Not Required
Contact Details:
Company: Tech Mahindra LtdLocation(s): Mumbai
Keyskills: IT Service desk Service Desk International Voice Process
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