Hogarth Worldwide Looking for Service Desk Manager at Chennai, Tamil Nadu Full Time

Hogarth Worldwide is the world’s leading creative content production company. Born to make the best work brilliantly, we combine craft, insight and technology to bring creative work to life for many of the world’s most famous brands.

A Hybrid working model

Once offices are fully open we will be moving to a hybrid working model, which will allow our employees to split their time between the office and other locations, something we hope will provide everyone much more flexibility to their working week. The expectation is that working life at Hogarth will involve working from the office for about 50% of the time for most people. Please speak to the Talent Acquisition team to find out more information.

A service desk manager is responsible for managing the first/ second and third line technical support for client-facing requests for our Web&App services and applications across sites, including end-user computing. You will receive all support requests through service desk portal, to allow for centralised communications and enable tracking of all issues and statuses.

In this role, you will also be responsible for ensuring communication with our hosting partner and third-party services, including providing technical advice to project teams.

Reporting lines and key stakeholders

We are looking for a passionate leader and service desk champion. As a Service Desk Manager, you will report directly to the operation manager, lead large-scale support services across multiple stakeholders, utilizing CMS tools and other open source platform tools. You will be a single point of contact to provide a centralised issue form for multiple clients, to capture basic information about the issue and key questions that will help triaging the issue to the right issue categories and replicating the issue incident.

Once a ticket is created through the support form, the service desk manager and the support technical lead will triage each ticket and will go through the required process flow, filtering into the relevant line of support based on what issue category and assignment group it falls into.

Skills / Requirements required

Issue management. You can triage, track, log and correct information and escalate to the right level of support. The ideal candidate must be able to work both independently and as a lead to help provide clarity to the issue and document commonalities of issues over time to enable creation of a knowledge base.

Continuous service improvement: You can translate ‘lessons learnt’ from sprint cycles into continual service improvement. You can take responsibility end-to-end client and internal communications. You know how to investigate which processes can be automated and ways to do so.

Ownership and initiative. You can take accountability of issues that occur and be proactive in searching for potential problems with support from tech leadership. You know how to achieve excellent user outcomes. Develops standards that meets business /user requirements, quality, security and accessibility standards.

Service Compliance. Ensuring delivery meets agreed SLAs and follows defined processes as agreed with clients. Monitors and improves team performance to deliver our support services to our client’s expectations, manages escalations.

Problem management. You can initiate and monitor actions to investigate patterns and trends to resolve problems, including consulting development team where required. You can determine the appropriate remedy and assist with implementation of it as well as preventative measures.

Service reporting. You know to review past support data to find ways to enhance business performance.

Requirements

Monitoring and reviews of SLA’s, KPI’s and individual ticket management

Software expertise – ServiceNow, JIRA, Confluence, Office 365, Smartsheets, MS Project

Onboarding of new CMS tools or solutions

Research questions using available resources

Coordinate timely communication of resolution of issues covered by third-party vendor

Respond to 1st, 2nd, 3rd line technical support issues, escalating where required

Manage a team of developers and QA executives locally to deliver against agreed scope and budget

Manage incident requests from 3rd party vendors and suppliers, clients’ other solution/service providers and technical partners

Establish service governance contact points with the client-service offices, such as London or NY

Report project progress and anticipate risks

Manage and optimise internal workflow to ensure/increase productivity

Attend internal meetings as a representative of the Digital production team as and when required

Strong problem solving and analytical skills

Support development team continuously implement best practices / standards.

Experience of responsive development.

5-7 years of service desk experience in delivering web/mobile application, and CMS-based website projects

Experience of working in a decoupled environment and collaborating effectively with other third party agencies

Strong knowledge of Content Management and CRM systems

Stay current with latest technology trends and hardware and software updates

Diversity and Inclusion

Hogarth is committed to diversity and inclusion, through our ideas, our people, how we behave and conduct ourselves. Creating a truly inclusive culture at all levels of the organisation that encourages different points of view, making Hogarth not only a better company and place to work but an environment where everyone experiences connection, opportunity and a sense of belonging.

Please contact [email protected] if you need the job advert or form in another format.

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