Role Descriptions: -Provide day-to-day technical support to end users via calls| chat| email| and ticketing tools.-Troubleshoot hardware| software| network| VPN| and application-related issues.-Manage user accounts| password resets| and access requests.-Resolve incidents within SLA timelines and provide regular updates.-Escalate unresolved issues to appropriate support teams.-Support Office 365| Outlook| Teams| and collaboration tools.-Perform regular system health checks and preventive maintenance activities.-Maintain documentation| SOPs| and knowledge base articles.-Coordinate with infrastructure| application| and security teams during major incidents.-Ensure compliance with IT policies and security standards.-Participate in shift handovers and daily operational reviews

Essential Skills: SummaryThe Service Desk associate will leverage deep expertise to drive large-scale service desk transitions| propose transformative solutions| and lead customer engagements. Service desk plays a pivotal role as a ensuring seamless operations| compliance| and innovation within enterprise environments.Key ResponsibilitiesLead end-to-end transitions for large service desk operations| ensuring efficient change management and knowledge transfer.Develop and present transformation proposals tailored to client needs and business objectives.Front-end customer engagements| acting as the primary point of contact for solution demonstrations and requirements gathering.Serve as Pre-sales Solutions Lead| collaborating with sales and technical teams to craft winning proposals and solution strategies.Oversee daily service desk operations| ensuring high standards for voice and chat support| incident resolution| and customer satisfaction.Maintain compliance with security controls and regulatory requirements| including Identity and Access Management (IAM).Drive adoption of GenAI and automation technologies to enhance service delivery and enable self-service capabilities.Coordinate with global support teams to manage enterprise-scale operations and deliver consistent service worldwide.Required SkillsProven leadership in service desk transitions and operations.Solid expertise in voice and chat support environments.In-depth knowledge of ITSM tools and processes.Exposure to GenAI platforms and automation solutions.Experience implementing and monitoring security controls| including IAM.Excellent communication and stakeholder management skills.Preferred QualificationsITIL certification or equivalent process expertise.Experience supporting large| enterprise environments.Advanced understanding of IAM and security frameworks.Background in automation and self-service enablement.Track record in handling global support operations.

Desirable Skills

Keyword

Skills: Business Process Excellence~IT IS_Service Desk

Experience Required: 2-4

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📌 Information Processing Specialist (New Delhi)
🏢 Iflow
📍 New Delhi