A leading food and agri- business operating across the value chain in more than 60 countries , supplying various products to more than 19 ,800 customers worldwide.
Job description
Location: Chennai
Job description:
Identify , monitor and report on the services and service levels required to support and deliver the IT Service Desk.
Ensure proper and prompt recording of incidents/Problems & changes in the ITSM tool.
Track each call to resolution.
Ability to meet agreed deadlines , with demonstrable Productivity (Incident Completions etc.)
Ability to work in a culturally diverse environment.
Ensure the adherence to escalation matrix.
Establish and maintain the Service Catalogue.
Ensure relevant Service Level Agreements (SLAs) are monitored and reported on and communicated to relevant stakeholders.
Identification of trends in incidents & service requests logged and input for consideration as projects and upgrades.
Provide reporting on call volumes- Incidents & service requests trending within the Servicedesk and wider IT team.
Should have good knowledge on Windows 10 Operating system , Unified Communications platform (Email , Skype for Business) and basic understanding of how Network components and server devices work.
Coordinate the identification and resolution of service incidents and problems and where required escalate to and co- ordinate resolution with third party suppliers.
Identify and manage service improvement opportunities. Ensure continuous service improvement is embedded in the culture and working practices of the Service Desk.
Ensure all service management process are documented , maintained and adhered to.
Manage and maintain the access rights to Systems and Information where these have been delegated to the Service Desk.
Ensure major incident response procedures have been identified , documented and maintained and that Service Desk staff have been trained on these procedures.
Manage and administer the Service Desk toolset to ensure it meets the requirement of service provision and supports alignment with ITIL v3.
Oversee management of on- shift and off- shift staff rotation to ensure continuity of service.
Any call which require escalation to 3rd party vendors to be tracked till closure.
Ensure incidents levels and associated mean time to restore are continually being driven down via documentation creation within a knowledge base , training of service desk representatives and/or process enhancements.
Maintaining database of the various vendors with details like contact person , telephone Nos. , escalation matrix , response time and resolution time commitments etc.
Ensure that IT security polices / other Standards followed are fully complied with the operations run for the helpdesk support areas.
Protect Confidential and sensitive information and materials.
Work to achieve individual and team goals.
Flexible to work in 24/7 shifts.
Experience:
5+ years of experience in IT Support Services.
Must demonstrate 3+ years ITIL Service Delivery experience.
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