IT Service Owner Global IT Helpdesk Job in
- Nokia
- 3 to 7 Yrs
- Other Karnataka
- 1 year ago
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Job Description
- Job Description At Nokia IT, we envision to materially improve Nokias business performance and enhance the ways in which our customers and employees engage and collaborate. We have the ambition to deliver an extraordinary customer/user experience and strong financial and operating performance to Nokia shareholders. To reach this ambition, we are transforming into a modern, product-oriented technology organization that executes with urgency, precision and an extreme customer service focus. The IT Service Owner Global IT Helpdesk will have operational and commercial responsibility for Nokias global IT Service Desk and will develop the service towards our vision of a best-in-class user experience. He/she will ensure that service delivery is fully aligned with Nokias business objectives. Managing the IT Helpdesk, which is the first touchpoint of our users, this role is critical for the success of our transformation journey. How You Will Contribute And What You Will Learn Drives excellent end to end user experience Ensures operational and financial performance for the Nokia IT Helpdesk. Manages key suppliers and ensures that relevant metrics are achieving and exceeding the defined goals. Ensures the overall business continuity and quality assurance Owns the entire lifecycle, implementation of changes and architectural compliance with enterprise architecture. Interprets internal and external business challenges and recommends best practices to improve processes and services. Contributes to strategic decisions within professional area Monitors IT delivery performance, end-to-end, through agreed KPIs. Analyses and reports deviations and proactively proposes corrective actions. Relationship management with key stake holders and management of business escalation Other duties as assigned Key Skills And Experience Educational Background Bachelors degree in computer science, Information Systems, Business Administration/Accounting, or another related field. Professional Experience 5+ years IT experience related to IT Infrastructure and IT Operations 3+ years of experience in managing Onsite Support services or services with comparable complexity, criticality and exposure. Experience in managing service suppliers, specifically tracking performance towards a statements of work and service descriptions through implementation and tracking of service levels, reporting metrics and KPIs Working in complex multi-vendor driven ecosystem Experience in IT process automation and optimization. Experience in managing escalations and conflict resolution Required Knowledge IT process management knowledge (ITIL certification preferred) Working knowledge of, ServiceNow Technology understandig for Help desk Solutions (Call and Contact Center, DEX management solutions like Nexthink) Knowledge of O365 products, Nokia and public cloud technologies. Good understanding of data analytics to create insights on improvement opportunities Soft Skills Problem solving and learning mindset to accomplish overall Remote support vison of driving shift left Proven ability to communicate effectively, both verbally and written English About Us Come create the technology that helps the world act together Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on peoples lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world. We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work What we offer Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered. Nokia is committed to inclusion and is an equal opportunity employer Nokia has received the following recognitions for its commitment to inclusion & equality: One of the Worlds Most Ethical Companies by Ethisphere Gender-Equality Index by Bloomberg Workplace Pride Global Benchmark We are committed to a culture of inclusion built upon our core value of respect. Join us and be part of a company where you will feel included and empowered to succeed.,
Employement Category:
Employement Type: Full timeIndustry: IT Services & ConsultingRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: IT Service Owner Global IT Helpdesk Job inContact Details:
Company: NokiaLocation(s): Other Karnataka+ View Contact
Keyskills: IT Infrastructure IT Operations ServiceNow Data analytics Communication skills
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