ARA Resources Looking for Assistant Manager- Service Desk at Pune, Maharashtra Full Time

Job Description

About the Company:
ARA’s client is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO), and Infrastructure services globally through a combination of technology know-how, domain, and process expertise. The accolades it has been garnering can be attributed to their undeterred focus on delivering quality solutions across verticals that meet the challenging requirements of their esteemed customers. They have also been ranked 29 of the 100 largest financial technology vendors by American Banker and BAI in the FinTech Forward Top 100 rankings.

The Role:
Assistant Manager- Service Desk

Key Responsibilities:
Supervise and review service desk activities

Review and ensure compliance to standards like GSD, PCI, ISO, ISMS, BCMS by facilitating audits by internal and external teams

Place hiring request and conduct interviews

Work with HR and support groups to improve employee retention and satisfaction

Conduct reviews on key performance indicators and provide feedback

Root cause analysis of escalation and SLA misses

Attend change meetings and manage change communication to production teams

Performance appraisal and normalization

Skills Required:
Technical Skills:
Client Technical Service Awareness – Intermediate

Windows XP navigation – Expert

Technical Troubleshooting – Account Management/password reset – Beginner

Technical Troubleshooting – Application/OS – Beginner

Technical Troubleshooting – End Devices – Beginner

Ticketing Tool – Beginner

MS Office – Advance

Avaya Operating skills – Intermediate

Avaya CMS Operations/Reports – Intermediate

Process Skills:

Information Security and Compliance – Expert

ITIL Foundation Concepts – Advance

GSD Standards – Advance

Quality Management Systems – Advance

Business Continuity Plan – Advance

QMS – Intermediate

ISMS concepts – Intermediate

ISO concepts – Intermediate

BCMS – Intermediate

PCI – Intermediate

Process Maps – Intermediate

Networking concepts – Intermediate

Client Process Knowledge – Intermediate

DMAIC Methodology – Intermediate

Client Business Awareness – Advance

Telephone etiquette – Advance

Email etiquette – Advance

Customer service skills – Expert

Analytical skills – Advance

Operations Management – Intermediate

Client Business relationship Management – Intermediate

SLA Management – Intermediate

Behavioral Skills:
Motivating Others – Intermediate

Conflict Management Skills – Intermediate

Patience – Advance

Managing Stress – Advance

Positive attitude to change – Advance

Attitude to feedback/willing to learn – Advance

Relating to Others – Advance

Influencing Others – Advance

Team Player – Advance

Solution-Based Approach – Advance

Follow Through – Advance

Recognize Efforts – Intermediate

Approachability – Intermediate

Dealing with Fairness – Intermediate

Fostering Teamwork – Intermediate

Qualifications & Experience:
Any graduate + ITIL certified (Mandatory)

Passport (Mandate) Advantage – US business visa (B1)

Required Skills

Service Desk,, service now, international voice process, BMC ITSM, Ticketing System experience, trouble shooting of applications, End User

Educational Qualification

Any Graduate + ITIL certified

Nov 10, 2022

Pay Rate

1500000 – 1600000 INR Per Annum

6 – 8 Years Exp.

1 Vacancy