Full Job Description
We are looking for an Expert in IT Service Desk to lead and manage our team of IT Service Desk professionals, ensuring prompt and effective resolution of technical issues, and delivering exceptional customer service to internal and external stakeholders.
IT Service Desk management
Manage and assign Customer IT Complaints for solution
All Service Ticket tracker update with status
Manage escalation matrix
Engineers team manage
Record events and problems and their resolution in logs
Manage PKTs & all Knowledge assessments
Own, creation and regular update of training SOPs based on various quality standards.
Service MIS Report/presentation
Create training and development programs / plans for specific LOB
Responsible for New hire training (end to end)
Track and improve post training effectiveness
Responsible for Floor training based on TNI (end to end)
Own update management process
Coach and develop team of trainers with optimum efficiency
Handle ad-hoc projects / tasks.
Arrange internal ad-hoc training.
Qualifications and prerequisites:
Graduate – preferred BCA in Computers, Any Graduate, B. Tech / B.E. in Computers.
5 to 7 Years of relevant experience (with minimum of 4 year experience with Service Desk management, preferably IT Service Ticketing tool and Engineers manage, Service MIS Report, manage escalation matrix.)
Candidates with New transition experience will be preferred
Experience in handling large ramp up across multiple geographies
Experience in managing a team
Should be familiar with ITIL framework (Certification / Training)
Excellent Communication skills written and verbal
Strong technical aptitude
Excellent time management skill
Self-starter Must be able to start and manage multiple tasks at the same time
Understanding of training methodologies & global standards of training effectiveness measurement
Excellent interpersonal, Problem solving and People management skills
CACTUS is a culture-driven company powered by its people, their passion, and their inspiration. All Cactizens live by the culture and values that define us.
We value people for their talent, personality, competency, and the ability to learn and grow. We create a work environment that allows people to thrive and show their best performance. We believe in meritocracy.
We take pride in our diversity. We strive to embrace diverse voices and create an inclusive workplace.
We encourage all Cactizens to talk openly about their ideas and opinions and provide feedback to anyone who is a part of CACTUS, regardless of designation, experience, or seniority. We also encourage them to place their trust and be open to differences in opinions and feedback.
Cactus Communications is a technology company accelerating scientific advancement. We collaborate with researchers, universities, publishers, academic societies, and life science organizations. We offer AI-powered scholarly publishing solutions for journals and researchers; editorial, translation, education, and training solutions for researchers; strategic and tactical scientific content solutions to global life science organizations; and solutions for science dissemination and engagement with peers, public, and policymakers for wider research outreach. We also incubate seed-stage and early-stage startups that share our mission to solve global problems with science and technology solutions. We have offices in London, Princeton, Singapore, Beijing, Shanghai, Tokyo, Seoul, Aarhus, and Mumbai; a global workforce of over 3,000 experts; and customers from over 190 countries.
Awards and recognition:
Consistently ranked among the top 20 on the global list of the Top 100 Companies for Telecommute Jobs (Forbes.com) since 2016.
Recognized as one of Asia’s 100 Most Admired Brands 2020 by White Page International (2020).
Recipient of two bronze Stevie® Awards (Most Exemplary Employer and Most Valuable Corporate Response) at the 17th annual Stevie Awards for Women in Business (2020).
Recognized as one of the Best Companies for Millennials by Times Ascent and Learning & Organisation Development Roundtable (2019).
Emerged as one of the top 10 companies determined as a safe workplace for women in India in a survey conducted by Rainmaker (2019).
Ranked #1 among India’s Great Mid-Size Workplaces by Great Place to Work® Institute (2017).