Service Desk
Santa Clara, CA
2 years
5 – 7 years
• Analyzes, reviews and measures ongoing service level performance against agreed upon service level agreements (SLAs) for ITIL processes with the business and operating-level agreements (OLAs) with service providers (internal and external)
• Produces regular reports to stakeholders on service performance and achievement
• Organizes and maintains the service level review process with the business and service providers. Initiates any actions required to maintain or improve service levels.
• Acts as a change agent to implement and manage quality improvement processes in service delivery management.
• Periodically reviews supporting operations, tools and processes, recommends improvements and implements agreed improvements
• Produces reports and/or metrics on a regular basis that include KPIs which provide effective insight into service processes.
• If bottlenecks are identified in service processes, initiates corrective actions to ensure quality of service and customer satisfaction as well as ensure that the IT services processes do not run into resource or ownership issues
• Documents process flows, procedures to support service management process and operations.
• Knowledge/Skills/Abilities:
• Demonstrated knowledge in process definition and documentation using Microsoft Word, Visio or other process documentation tools
• 5 + years of experience with resource and project management skills
• Excellent verbal and written communication skills
• Ability to establish and maintain positive and effective work relationships with coworkers, clients, members, providers and customers
• 5 years recent experience performing hands-on incident management supporting both technical infrastructure and business application troubleshooting and resolution.
• Certified ITIL v3 resource
• Experience of comprehensive ITIL processes implemented in industry standard tools such as ServiceNow, Remedy or any other leading ITSM tool
Thanks & Regards
Arabindo
Kaizen Technologies, Inc.
Ph:Direct 732-731-1207| Fax: 732-452-9559
Email: arabindod@kaizentek.com
URL: www.kaizentek.com