Position Name : Specialist - Service Desk, End User Services & IT Asset Management

Department : IT

Vacancy : 1

Qualification : Bachelors in Engg/Science/Technology; ITIL certification preferred

Experience : 10+ Years

Location : Pune

Reporting to : Lead Service Delivery and Governance – SAVW & RAPAC

Purpose Of The Position

- Act as the end-to-end Service Owner for Service Desk, End User Services and IT Asset Management across SAVWIPL, ensuring reliable and predictable user support.
- Own the lifecycle and service performance of end-user devices, mobility/voice services, PRI/telephony and managed print services.
- Govern external service providers through measurable SLA, TAT, quality, customer experience, commercial and continual-improvement outcomes.
- Drive automation, self-service, standardization, cost optimization and compliance while maintaining high customer satisfaction and business continuity.

Authority

- Budget responsibility - Planning Round, investment and overhead within approved authority.
- Preparation and submission of RFP / RFQ for procurement of IT assets and managed services.
- Vendor governance, SLA performance review, invoice validation and recommendation of penalties/service credits for SLA breach.
- Selection and performance governance of external support resources in coordination with Procurement/HR as applicable.
- Approval/recommendation for asset refresh, redeployment, scrapping and End-of-Life/End-of-Support decisions.
- Escalation authority for critical user-impacting incidents and persistent vendor/service-performance issues.

Skills Required

- ITIL / ITSM - Incident, Request, Problem & Major Incident Management
- Managed Service & Vendor Governance
- IT Asset Lifecycle Management (ITAM)
- Service Level Management, KPI & SLA Analytics
- End User Computing / Workplace Services
- Mobility, Voice / PRI and Managed Print Services
- Commercial, Contract & Budget Management
- Automation, Self-Service & Continual Service Improvement
- Information Security, Audit & Compliance Controls
- Infrastructure / Network / System Architecture awareness




- Stakeholder Management & Communication
- Customer Orientation
- Problem Solving & Root Cause Thinking
- Managed Team / Partner Leadership
- Result Focus & Data-driven Decision Making

Key Responsibilities & Tasks Service Desk & End User Service Ownership

- Own end-to-end Service Desk and End User Services performance across all supported SAVWIPL locations and user groups.
- Ensure effective Incident, Service Request, Major Incident, Escalation and Knowledge Management processes with defined SLA/TAT and clear ticket ownership.
- Drive First Contact Resolution, backlog reduction, ticket quality, CSAT and user communication; ensure no ticket or vendor ping-pong.
- Establish Problem Management for repeat/high-impact incidents and ensure RCA and corrective actions are closed within agreed timelines.
- Maintain appropriate support coverage and escalation readiness during SAVWIPL business-critical operating hours.

IT Asset Lifecycle Management

- Own lifecycle controls from demand, procurement, receipt, tagging and assignment through transfer, refresh, recovery, redeployment and secure disposal.
- Maintain accurate asset inventory, ownership/custodian mapping, location, warranty, lifecycle and End-of-Life/End-of-Support status.
- Ensure current-joiner device readiness, leaver asset recovery, periodic reconciliation and annual/risk-based physical verification.
- Drive asset reuse, refresh planning and secure data destruction / disposal evidence in line with policy and audit requirements.

Mobility, Voice & Managed Print Services

- Own service performance for corporate mobile connections, voice/telephony/PRI services and managed print services.
- Govern activation, deactivation, plan changes, device/SIM lifecycle,



consumption and service quality against defined TATs.
- Drive utilization reviews, tariff/commercial optimization and removal of inactive or unnecessary services.
- Ensure service continuity, vendor escalation and periodic capacity/readiness reviews for business requirements.

Vendor & Commercial Governance

- Govern all relevant external service providers through monthly scorecards covering SLA, quality, CSAT, RCA, staffing, commercial performance and improvement.
- Validate invoices against contracted services, volumes and SLA performance; identify and initiate eligible service credits/penalties.
- Manage vendor performance escalations, improvement plans, contract obligations and renewal/exit risks in coordination with Procurement and stakeholders.
- Support RFP/RFQ development, technical evaluation and sourcing decisions for end-user services and IT assets.

Projects, Automation & Continual Improvement

- Own projects in Service Desk, End User Services and IT Asset Management from requirements through implementation, transition and benefits realization.
- Drive self-service, automation, shift-left, knowledge management and standardization to reduce manual effort and avoidable ticket demand.
- Benchmark service performance and introduce relevant industry best practices, tools and technologies.
- Maintain a measurable continual-service-improvement backlog with owners, target dates and business benefit.

Security, Compliance, Governance & Financial Control

- Ensure compliance with applicable Group IT Security, quality, audit, licensing and asset-management requirements.
- Maintain service SOPs, controls, evidence and closure of audit/compliance actions within due dates.
- Own KPI, SLA, service-level and governance reporting with transparent status, risks, exceptions and actions.
- Plan and control budget, forecast spend and drive approved cost-optimization initiatives while protecting service quality.
- Ensure internal customer satisfaction through reliable service delivery and structured stakeholder feedback.

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