PositionName : Specialist - Service Desk, End UserServices &

- IT Asset Management

Department : IT

Vacancy : 1

Qualification : Bachelors in Engg/Science/Technology

- ITIL certification preferred

Experience : 10 Years

Location : Pune

Reportingto : Lead Service Delivery and Governance SAVW &

- RAPAC

Purposeof the Position:

Actas the end-to-end Service Owner for Service Desk, End User Services and ITAsset Management across SAVWIPL, ensuring reliable and predictable usersupport.

Ownthe lifecycle and service performance of end-user devices, mobility/voiceservices, PRI/telephony and managed print services.

Governexternal service providers through measurable SLA, TAT, quality, customerexperience, commercial and continual-improvement outcomes.

Driveautomation, self-service, standardization, cost optimization and compliancewhile maintaining high customer satisfaction and business continuity.

Authority:

Budgetresponsibility - Planning Round, investment and overhead within approvedauthority.

Preparationand submission of RFP / RFQ for procurement of IT assets and managed services.

Vendorgovernance, SLA performance review, invoice validation and recommendation ofpenalties/service credits for SLA breach.

Selectionand performance governance of external support resources in coordination withProcurement/HR as applicable.

Approval/recommendationfor asset refresh, redeployment, scrapping and End-of-Life / End-of-Supportdecisions.

Escalationauthority for critical user-impacting incidents and persistentvendor / service-performance issues.

SkillsRequired:

ITIL/ ITSM - Incident, Request, Problem &

- Major Incident Management

ManagedService &

- Vendor Governance

ITAsset Lifecycle Management (ITAM)

ServiceLevel Management, KPI &

- SLA Analytics

EndUser Computing / Workplace Services

Mobility,Voice / PRI and Managed Print Services

Commercial,Contract &

- Budget Management

Automation,Self-Service &

- Continual Service Improvement

InformationSecurity, Audit &

- Compliance Controls

Infrastructure/ Network / System Architecture awareness

StakeholderManagement &

- Communication

CustomerOrientation

ProblemSolving &

- Root Cause Thinking





ManagedTeam / Partner Leadership

ResultFocus &

- Data-driven Decision Making

KeyResponsibilities &

- Tasks:

ServiceDesk &

- End User Service Ownership

Ownend-to-end Service Desk and End User Services performance across all supportedSAVWIPL locations and user groups.

Ensureeffective Incident, Service Request, Major Incident, Escalation and KnowledgeManagement processes with defined SLA/TAT and clear ticket ownership.

DriveFirst Contact Resolution, backlog reduction, ticket quality, CSAT and usercommunication; ensure no ticket or vendor ping-pong.

EstablishProblem Management for repeat/high-impact incidents and ensure RCA andcorrective actions are closed within agreed timelines.

Maintainappropriate support coverage and escalation readiness during SAVWIPLbusiness-critical operating hours.

ITAsset Lifecycle Management

Ownlifecycle controls from demand, procurement, receipt, tagging and assignmentthrough transfer, refresh, recovery, redeployment and secure disposal.

Maintainaccurate asset inventory, ownership/custodian mapping, location, warranty,lifecycle and End-of-Life/End-of-Support status.

Ensurenew-joiner device readiness, leaver asset recovery, periodic reconciliation andannual/risk-based physical verification.

Driveasset reuse, refresh planning and secure data destruction / disposal evidencein line with policy and audit requirements.

Mobility,Voice &

- Managed Print Services

Ownservice performance for corporate mobile connections, voice/telephony/PRIservices and managed print services.

Governactivation, deactivation, plan changes, device/SIM lifecycle, consumption andservice quality against defined TATs.

Driveutilization reviews, tariff/commercial optimization and removal of inactive orunnecessary services.





Ensureservice continuity, vendor escalation and periodic capacity/readiness reviewsfor business requirements.

Vendor&

- Commercial Governance

Governall relevant external service providers through monthly scorecards coveringSLA, quality, CSAT, RCA, staffing, commercial performance and improvement.

Validateinvoices against contracted services, volumes and SLA performance; identify andinitiate eligible service credits/penalties.

Managevendor performance escalations, improvement plans, contract obligations andrenewal/exit risks in coordination with Procurement and stakeholders.

SupportRFP/RFQ development, technical evaluation and sourcing decisions for end-userservices and IT assets.

Projects,Automation &

- Continual Improvement

Ownprojects in Service Desk, End User Services and IT Asset Management fromrequirements through implementation, transition and advantages realization.

Driveself-service, automation, shift-left, knowledge management and standardizationto reduce manual effort and avoidable ticket demand.

Benchmarkservice performance and introduce relevant industry best practices, tools andtechnologies.

Maintaina measurable continual-service-improvement backlog with owners, target datesand business benefit.

Security,Compliance, Governance &

- Financial Control

Ensurecompliance with applicable Group IT Security, quality, audit, licensing andasset-management requirements.

Maintainservice SOPs, controls, evidence and closure of audit/compliance actions withindue dates.

OwnKPI, SLA, service-level and governance reporting with transparent status,risks, exceptions and actions.

Planand control budget, forecast spend and drive approved cost-optimizationinitiatives while protecting service quality.

Ensureinternal customer satisfaction through reliable service delivery and structuredstakeholder feedback.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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