The ideal candidate should:

• Hold a Bachelors or Masters degree in IT/Science/Engineering/Computer Science.
• Have 4-5 years of relevant experience of managing ITIL based IT Service Desk.

Job Description:

• Manage day-to-day systems operations of IT Service Desk Operations, IT Asset Management, and Video Conferencing.
• Effectively handle day to day IT Customer Services operations with respect to support, escalation, SLA management reporting.
• Supervise IT Service Desk operations, RFP, evaluation, Service Level monitoring reporting.
• Manage IT assets management planning and forecasting, timely order placement, Inventory stock management.
• Ensure end user communication with respect to any service outage, restoration and other periodic end user awareness campaigns
• Liaison with service owners for the root-cause analysis (RCA Report) for outages and follow up for action plans.
• Liaison with all relevant technology vendors for any support issues to make sure that Service Level Agreement is met.
• Liaison with IT Security Team for enforcement of policies and exception handlings requests.
• Comply with all the departmental Standard Operating Procedures (SOPs) during the execution of tasks and carrying out all jobs related duties.
• IT Service Desk work flows for the end user incident request management and creation of new flows for the process improvement.
• Develop and maintain a working relationship with other departments customers
• Ensure that organization image is well-received and presented positively professionally.
• Respect observe complete confidentiality in matters relating to customers, staff, personnel, project, fiscal details etc.
• Maintain and upgrade knowledge information on current technology (job related and allied).

Essential Skills:

• In-depth understanding of ITIL based IT Service desk operations.
• Excellent troubleshooting skills with a board range of technical knowledge.
• Working experience on HP or IBM Service management tools Service Level Management.
• Excellent communication skills to effectively interact with C Level along with good interpersonal/customer handling skills.
• Excellent organizational skills with the ability to work calmly under pressure multitask prioritize.
• Ability to work under pressure and meet strict deadlines.
• Sound coordination and follow up skills.
• Proficiency in MS Office Suite.

Desirable Skills:

• Industry certification (ITIL), knowledge of IT Service Management tools (HP/IBM).
• Should have ability to work under pressure and meet strict deadlines.