Presales Service Desk Technical Architect @ Akkodis

Responsibilities

Main tasks include specifically:

Ideate and develop new solutions and offerings

Build capability decks, sales kits, battle cards, sizing tools, whitepapers

Work with marketing team for internal and external marketing of solutions and offerings

Provide enablement sessions for internal teams such as sales and delivery

Work with relevant OEM and MSP to enhance existing capabilities and develop new capabilities

Work with internal teams to develop integrated / cross-connected offerings

Support analyst, advisor and intermediary capability briefings

Support pre-sales activities as a SME for proposal support, client discussions etc

Report to Pre-sales and solutions practice lead

Required skills

Good knowledge on enterprise grade IT Service Desk services solutioning with leading IT service providers
Person with adequate experience in enterprise grade global service desk operations or delivery with appetite to develop career on solutioning is also acceptable
Good knowledge on implementing / solutioning standalone and integrated IT service desks
Good knowledge on working with multilingual, multi-geo service desk
Good knowledge on transformation and automation solutions including tools related to VA, BOT, remote support, self-service, UX management, adoption management, channel optimization etc
Good knowledge on enterprise grade service desk voice and data set-up such as IVR / ACD, Call logging solutions etc
Knowledge on leading ITSM tools like ServiceNow is added advantage
Ability to engage with clients, advisors, analysts and intermediaries on relevant discussions
Work experience with US / Europe clients is added advantage
Ability to engage with clients, advisors, analysts and intermediaries on relevant technology discussions
Ability to communicate effectively, verbally and in writing.
Ability to establish and maintain effective working relationships.
Ability to focus on client needs with a commitment to quality and ontime delivery.
Ability to prioritize, organize and perform multiple work assignments simultaneously while meeting deadlines.
Ability to identify and resolve problems through recommending and implementing creative solutions.
Proficient with Microsoft Office products, including Word, Excel, PowerPoint and Outlook.
Flexibility to undertake domestic and internal short-term travels for business purposes

Required experience

Showcases minimum 12 - 15 years of demonstrated experience

Experience in working with leading IT service providers

Experience in working with leading OEM and MSPs

Experience supporting internal and external stakeholders across different countries

Previous supervisory experience is highly desirable.

Required education

Bachelor s degree in science / engineering

Equivalent combination of post-high school education and experience may be considered in lieu of a degree