10 Sep
|
Tata Consultancy Services
|
Sydney
10 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.
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📌 Sc Incident And Knowledge Sme (Sydney)
🏢 Tata Consultancy Services
📍 Sydney