Assistant Manager

Greetings from Mphasis!!

We are hiring Assistant Manager - Service Desk Capability for Pune location.

Who are we looking for?

Candidates who are domain SMEs in the Service Desk field with expertise in Service Operations, Transition, Service Management, Data Analytics, and Client Consulting. This is a client-facing role requiring excellent communication skills.

Job Responsibilities

• Support Service Desk delivery teams with standard operational frameworks
• Develop and revise service desk standards and measure compliance
• Respond to RFI/RFPs with sales/pre-sales teams
• Draft proposals including effort estimation, delivery platform, and transition plans
• Identify vendors for end-user support solutions
• Facilitate benchmarking and study industry trends
• Build annual themes to develop domain expertise
• Provide consulting on problems, SIPs, and transformation journeys
• Prepare presentations and SOPs for various stakeholders
• Maintain and enhance Service Desk offering library
• Execute/coordinate automation and ITSM workflows
• Enable virtual assistants and design self-service portals
• Create request catalogues and orchestration for auto-fulfillment
• Participate in analyst briefings and design ITSM processes
• Identify and resolve gaps in Service Management

Experience

• 5+ years in Service Desk operations
• 2+ years in Service Desk practice

SKILLS:

Core Skills:

• Analytical skills, SLA Management, MS Office
• Business Communication, Decision Making
• Solution Design, Financial Planning
• Business Relationship Management, RFP Responses

Technical Skills:

• Ticketing Tool – Advanced
• MS Office – Advanced
• Avaya Operating Skills – Intermediate
• Avaya CMS Operations/Reports – Intermediate
• Nice Tool Operations – Beginner
• BP/IEX Scheduling Tool – Beginner
• Networking Concepts – Intermediate
• Client Process Knowledge – Advanced
• DMAIC – Advanced
• Client Business Awareness – Intermediate
• Call Center Infrastructure – Advanced
• Industry Practices and Trends – Intermediate
• Email Etiquette – Advanced
• Customer Service Skills – Advanced
• KB Script Development – Advanced
• Analytical Skills – Advanced
• Client Business Relationship Management – Beginner
• SLA Management – Beginner
• Process Mapping/Engineering – Advanced

Leadership & Behavioral Skills:

• Business Communication – Advanced
• Decision Making – Advanced
• Patience, Stress Management – Intermediate/Beginner
• Positive Attitude, Feedback Acceptance – Intermediate
• Teamwork, Influencing, Customer Insight – Intermediate
• Solution-Based Approach, Follow Through – Intermediate
• Personal Credibility, Self-Development – Beginner
• Result Focus, Drive to Win – Beginner
• Focus, Recognition, Approachability – Intermediate
• Fairness, Fostering Teamwork – Intermediate

Domain Skills:

• Infrastructure Support – Service Desk – Advanced

Process & Quality Skills:

• Information Security & Compliance – Advanced
• ITIL Expert – Advanced
• GSD Standards – Advanced
• Quality Management Systems – Advanced
• Business Continuity Plan – Intermediate
• QMS, ISMS, ISO Concepts – Advanced
• PMP – Advanced

Qualification

• Any Graduate
• ITIL Certification preferred

Interested Candidates can Apply to this post OR mail me your resumes.