Job Description

:

• Strong ITIL Knowledge, SLA Management & People Management Excellent Stake holder Management, Metrics Management, Customer Recovery Skills and Major Incident Management.
• Strong Service Desk Operation Knowledge
• End to end Service Desk Setup experience or Transition experienceService Level Management
• Min of 5 Higher Education subject passes, including English & IT or other relevant areas. ITIL Foundation Certificate in Service Management or v3 equivalent.
• Intermediate MS Office skills Core Skills Competencies
• Extensive knowledge of the ITIL Service Support standards & practices Strong Interpersonal and operational skills
• Good understanding of project management processes and disciplines People-management and conflict resolution skills Ability to influence others Ability to delegate and support progress
• Ability to negotiate Good written and oral communication skills in English
• Logical and Analytical approach Skills in developing individuals, teams and the business Leadership skills

Responsibilities:

• Managing Multiple Service Desk accounts and channels (Voice, Self Service and Chat)Experience in Shared service desk operations
• Manage team of geographically spread IT Support engineers in a high-volume technical support environment
• Manage established Service Level Agreements
• Manage service quality by ensuring accurate and timely resolution of all the incidents and service requests
• Implement policies, procedures and best practices in line with the ITIL framework
• Engaged in new business transitions right from RFP, Hiring, Training, Operations and Performance Management
• Accountable for SLAs and overall Service Delivery of the accounts managed. Facilitate and drive Governance meetings with Customers at agreed frequency
• Drive CSAT / CSIP (Continual Service Improvement Plans)Build and Leverage Service Desk efficiencies across accounts. (Templates, Scripts, Collaboration tools, Volume deflection, ticketing tool optimization, dashboards, ageing, queue monitoring and reporting)
• Drive FCR improvement initiatives and projectsDrive Transformation through Process Automation and re-engineering to bring in efficiencies that can reduce the overall turnaround time of Transactions and interactions
• End-User experience Enable all the support that is required to improve end-user experienceTalent Recognition, Retention and deployment Ability to interview and identify right resources Conflict managementFlexibility to travel
• Ensuring that regular audits of communications are performed and appropriate trainings are provided to the team.
• Monitoring of open / pending tickets and taking the necessary actions to meet service targets
• Understanding of Client environment and exceeding customer expectations Engaging clients, identifying and implementing improvement opportunities Corporate Social Responsibility: Create awareness and encourage teams to participate in activities to reflect social responsibility.

Skills:ITIL Practitioner Service Desk and Incident ManagementAbout Company:Fujitsu is a diverse global organization with over 129,000 employees in 180 countries. Our purpose is to make the world more sustainable by building trust in society through innovation. To make this happen we need visionaries and innovative minds who can share our vision for the future. People who can serve our society and recognize the vital role that technology plays in making the world a better place. We are proud to work the Fujitsu Way that primarily highlights our purpose, values and code of conduct. Be part of our future by shaping your career and the world with us.

Fujitsu