Job Description

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- Serve as the primary SME for Service Desk operations, processes, and best practices.
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- Monitor Service Desk performance against agreed SLAs, OLAs, and KPIs.
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- Conduct trend analysis on incidents, service requests, and recurring issues.
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- Drive initiatives to improve First Contact Resolution (FCR), customer satisfaction (CSAT), and ticket quality.
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- Ensure alignment with ITIL and organizational ITSM standards.
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- Own and govern the Knowledge Management framework and lifecycle.
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- Establish and maintain Knowledge-Centered Service (KCS) practices.
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- Major Incident (P1/P2) responsibilities and restore service as quickly as possible.
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SKILLS & EXPERIENCE

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- Detailed knowledge of all ITIL Service Management Process which includes implementation and BAU activities.
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- Exceptional understanding of Operations and ITSM Process.
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- Understanding of IT Service Management and monitoring related tools.
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📌 SC Incident and Knowledge SME (New South Wales)
🏢 Tata Consultancy Services
📍 New South Wales