Providing expert input to the service requirements definition process, writing and/or reviewing documentation describing Level 1, 2 and 3 Services; creating detailed run books. - Performs comprehensive knowledge transfer with incumbent service provider and clearly documents all learnings and findings.
Key Responsibilities
Providing expert input to the service requirements definition process, writing and/or reviewing documentation describing Level 1, 2 and 3 Services; creating detailed run books. - Performs comprehensive knowledge transfer with incumbent service provider and clearly documents all learnings and findings. - Ensure customer service goals are met. - Communicate comfortably and effectively with customers and management - Demonstrable Subject Matter Expert on Service Desk - Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management;
- Familiarity with Service Management Tool suites and other technologies used in the Service Desk environment, and their appropriate adoption by client and supply-side agencies;
- Deep understanding of the interfaces between remote and on-site first line contact and second and third line resolver groups;
- Experience of implementing or operating a unified Service Desk in a multi-supplier environment;
- Positive/expert knowledge of typical user support workflows and an understanding of the capacity and management of the same;
- Excellent communication (verbal, written, listening) and influencing skills. - Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users - Route problems to internal I.M.
support staff - Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution - Administer and provide User Access and Exit controls - Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's - Ensure adherence to the published compliance frame work. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the close - To keep self-abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices - To prepare business requirement documents for automation/enhancement of the processes, lead pilot and testing efforts of a process rollout including preparation of training material and ensure that customer queries on a new process are responded to.
Skill Requirements
Designated above plus : - Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork. - Work closely with I.M. support staff to obtain technical knowledge and to permanently solve problems. - Projects: perform effectively as project team member as required for help desk projects and internal assignments. - Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.