Description
Here is a fantastic opportunity to join one of the World's biggest IT consulting company as a Service Desk Lead and work on a project for UK's big retail company.Mandatory requirements (Please do not apply if you don't meet these requirements)
++ Candidate must be eligible for employment in UK and must be eligible to move within the EU Member States
++ Candidate should have 6 to 8 years of experience managing IT Infrastructure Service Desk/Help Desk or Tier 1 Support center ITIL V3 or 2011 Foundation certified
++ Candidate should have experience in reporting of contact metrics through ITSM tools (viz., Remedy, Service Now, CA Service Desk, Peregrine Service Center
++ Candiate should have experience in working with tools such as Fish Bone, Pareto, 5 Why, FEA
+++ Refer your friend to this job on Talendrone.com/referral/home and earn £300/referral
Here is Job Summary:
• Job Title: Service Desk Lead/Team Lead
• Job Location: Stockley Park, Uxbridge, UK
• Job Type: Contract
• Contract Duration: 6 months to 12 months based on performance
• Job start: ASAP
• Daily Rates: £80 - £100 / Day (Rates can go up depending on your experience)
Job Description:
• 6 to 8 years of experience managing IT Infrastructure Service Desk/Help Desk or Tier 1 Support center ITIL V3 or 2011 Foundation certified
• Experience in managing a 40+ plus member team across multiple shifts in a 24X7 environment
• End to end experience in resource management cycle - Hiring, Training, Performance monitoring & management, Coaching/Mentoring of Shift leads and team members
• Experience managing varied clientele across US/UK/Europe preferably at onsite
• Excellent people management, collaboration, and interpersonal skills
• Proven track record in identifying process & technology improvements in Service Desk arena - Contact volume reduction, End user experience enhancement, Increase self help usage, Automated password reset tool, Improved Customer Satisfaction
• Hands on knowledge on IT Service Management data collection, reporting, analysis & presentation CMS/Cisco skill based call metric reporting on metrics such as AHT, FCR, ASA, Abandoned Rate
• Reporting of contact metrics through ITSM tools (viz., Remedy, Service Now, CA Service Desk, Peregrine Service Center) - Metrics like response SLA, resolution SLA , MTTR, MTBF
• Experience working with tools & methods for causal analysis and decision making such as Fish Bone, Pareto, 5 Why, FEA, Brainstorming
• Good at identifying trends in operational performance and come up with proactive solutions to address the same
Nice to have: Experience working through Service Desk Transition projects from Knowledge transfer to Steady state
About our client:
• Our client is recognised in big 4 largest IT companies of the world
• Our client has a market cap currently of $110 Billion
• Our client has more than 378,500 employees worldwide
• Our client operates out of 46 countries