We are seeking a Presales Solution Architect with a strong Service Desk and Onsite Support delivery background to lead solutioning for managed Digital Workplace engagements.
This role is designed for a qualified who understands the operational mechanics of Service Desk environments and can translate them into commercially sound, experience-led solutions.
The architect will design and articulate scalable operating models across:
Global / Regional Service Desk (L1 / L1.5 / L2)
Onsite and Field Support
Digital Employee Experience (DEX) enablement
Automation and containment strategies
ITSM-led orchestration
Contact centre integrated support environments
The individual must be able to develop compelling solution documentation and executive-grade presentations that clearly articulate value, feasibility, and differentiation.
Key Responsibilities
Service Desk & Onsite Support Solutioning
Design end-to-end Service Desk and Onsite Support operating models.
Perform ticket analysis and demand modelling (volume, seasonality, channel mix).
Conduct solution sizing including FTE modelling, skill pyramid design, shift planning, and span of control.
Align workflows to ITIL v4 practices across Incident, Request, Knowledge, Major Incident, and Change interfaces.
Define measurable outcomes including MTTR reduction, FCR improvement, digital containment targets, and tickets-per-user optimisation.
Architect DEX-informed proactive support constructs.
Digital Employee Experience (DEX) Enablement
Design solutions leveraging DEX platforms such as:
Nexthink
Lakeside Software
1E
Translate DEX telemetry into operational interventions.
Define proactive remediation, automation triggers, and experience-led governance.
Incorporate DEX metrics into SLA/XLA constructs.
Position DEX as an operational optimisation enabler rather than a tool discussion.
Contact Centre–Integrated Support
The candidate is not expected to be a telephony engineer, but must:
Understand
📌 Solution Architect I (Bengaluru)
🏢 UST
📍 Bengaluru
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