Service Desk Trainer
JOB DESCRIPTION
Skill- Service Desk Trainer
Role: T3
Job Duties and Responsibilities:
This role will be a Service Desk role where you will be a key liaison working closely with the SD Team Leaders and It Ops Tier 2 to ensure that the Tier 1 SD become more Technical, Resolve more issues (FCR), Ensure the SD embrace the ITIL end to end Lifecycle Management and will drive collaboration between the Service Desk and all other GOC Teams.
Required to work in a 24x7 shift rotation
Drive FCR capability to initially aim at 10% uplift to current measures and then beyond
Identify and Implement Shift Left Activity with the aim of raising the technical output of the Tier one service desk
Support the Service Desk Team Leaders to manage the shift and to proactively implement any solutions required and reactively look at solutions for unforeseen events
Deputize for Team Leader as and when required
Monitors and manages application and infrastructure health across multiple monitoring platforms and programmes
Apply a structured methodology that will change the culture to promote and implement end to end ticket ownership
Forge and build relations across the x4 Service Desk shifts
Identify Best Practices across the x4 shifts and implement across the board
Ensure system changes have appropriate check and balances in place to minimize the risk of service disruption.
Provide global business with CSI and Workflow Management updates
Support organizational design and definition of roles and responsibilities.
Productivity analysis aligned to all GOC activity to identify and implement efficiencies
Apply a consistent approach and deliver consistent quality across engagements.
Professional and calm approach always, particularly when dealing with difficult situations.
Act as an escalation point and provide support to Department Team Managers by defining best practice and quality standards and ensuring they are understood and followed.
Act as a Tier 2 Incident / problem solver when service desk or impacted teams require assistance.
Support service desk when required to clear down volumes of incidents, requests, and problems.
Support team leadership and management when required in meetings, interviews, and conferences.
Work with internal IT teams to provide tooling and support for all teams across the service desk.
Ensure adequate tooling is in place to support all SD Initiatives for Shift Left
Track and report process governance failures.
Measure success metrics and monitor CSI and WFM progress.
Support CSI management at the global organizational level.
Assist Major Incident and Problem Management in promoting and driving adherence to their Processes.
Assist in ensuring that processes are fit for purpose, efficient and effective and align with business requirements and strategy.
Assist in ensuring the processes meets governance, compliance.
About Virtusa
Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 21,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.
Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team
environment of our company and seek to provide great minds with a dynamic place to nurture new ideas
and foster excellence.
Learn more at www.virtusa.com
Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis
of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental
disability, national origin, veteran status or any other basis covered by appropriate law. All
JOB DESCRIPTION
Skill- Service Desk Trainer
Role: T3
Job Duties and Responsibilities:
This role will be a Service Desk role where you will be a key liaison working closely with the SD Team Leaders and It Ops Tier 2 to ensure that the Tier 1 SD become more Technical, Resolve more issues (FCR), Ensure the SD embrace the ITIL end to end Lifecycle Management and will drive collaboration between the Service Desk and all other GOC Teams.
Required to work in a 24x7 shift rotation
Drive FCR capability to initially aim at 10% uplift to current measures and then beyond
Identify and Implement Shift Left Activity with the aim of raising the technical output of the Tier one service desk
Support the Service Desk Team Leaders to manage the shift and to proactively implement any solutions required and reactively look at solutions for unforeseen events
Deputize for Team Leader as and when required
Monitors and manages application and infrastructure health across multiple monitoring platforms and programmes
Apply a structured methodology that will change the culture to promote and implement end to end ticket ownership
Forge and build relations across the x4 Service Desk shifts
Identify Best Practices across the x4 shifts and implement across the board
Ensure system changes have appropriate check and balances in place to minimize the risk of service disruption.
Provide global business with CSI and Workflow Management updates
Support organizational design and definition of roles and responsibilities.
Productivity analysis aligned to all GOC activity to identify and implement efficiencies
Apply a consistent approach and deliver consistent quality across engagements.
Professional and calm approach always, particularly when dealing with difficult situations.
Act as an escalation point and provide support to Department Team Managers by defining best practice and quality standards and ensuring they are understood and followed.
Act as a Tier 2 Incident / problem solver when service desk or impacted teams require assistance.
Support service desk when required to clear down volumes of incidents, requests, and problems.
Support team leadership and management when required in meetings, interviews, and conferences.
Work with internal IT teams to provide tooling and support for all teams across the service desk.
Ensure adequate tooling is in place to support all SD Initiatives for Shift Left
Track and report process governance failures.
Measure success metrics and monitor CSI and WFM progress.
Support CSI management at the global organizational level.
Assist Major Incident and Problem Management in promoting and driving adherence to their Processes.
Assist in ensuring that processes are fit for purpose, efficient and effective and align with business requirements and strategy.
Assist in ensuring the processes meets governance, compliance.
About Virtusa
Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 21,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.
Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team
environment of our company and seek to provide great minds with a dynamic place to nurture new ideas
and foster excellence.
Learn more at www.virtusa.com
Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis
of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental
disability, national origin, veteran status or any other basis covered by appropriate law. All