11 Sep
|
Tata Consultancy Services
|
Sydney
11 Sep
Tata Consultancy Services
Sydney
- Serve as the primary SME for Service Desk operations, processes, and best practices.
- Monitor Service Desk performance against agreed SLAs, OLAs, and KPIs.
- Conduct trend analysis on incidents, service requests, and recurring issues.
- Drive initiatives to improve First Contact Resolution (FCR), customer satisfaction (CSAT), and ticket quality.
- Ensure alignment with ITIL and organizational ITSM standards.
- Own and govern the Knowledge Management framework and lifecycle.
- Establish and maintain Knowledge-Centered Service (KCS) practices.
- Major Incident (P1/P2) responsibilities and restore service as quickly as possible.
SKILLS & EXPERIENCE
- Detailed knowledge of all ITIL Service Management Process which includes implementation and BAU activities.
- Exceptional understanding of Operations and ITSM Process.
- Understanding of IT Service Management and monitoring related tools.
#J-18808-Ljbffr
📌 SC Incident and Knowledge SME (Sydney)
🏢 Tata Consultancy Services
📍 Sydney