Responsibilities
The ideal candidate will be responsible for analyzing and optimizing service desk processes,
ensuring efficient service delivery and high customer satisfaction. Will be working closely with
various stakeholders to identify areas for improvement, develop best practices, and implement
process enhancements.

• Process Analysis: Evaluate current service desk processes and workflows, identifying bottlenecks
and areas for improvement.
• Data Analysis: Gather and analyze service desk performance metrics and user feedback to
inform process enhancements.
• Documentation: Create and maintain comprehensive documentation of processes, procedures,
and training materials for service desk staff.
• Collaboration: Work closely with IT teams, stakeholders, and vendors to align service desk
processes with overall IT service management goals.
• Training and Support: Provide training and support to service desk staff on new processes and
tools, ensuring adherence to best practices.
• Continuous Improvement: Implement continuous improvement initiatives to enhance service
desk efficiency and effectiveness.
• Reporting: Develop and deliver regular reports on service desk performance, highlighting trends,
issues, and recommendations for improvement.

Qualifications
• Education: Bachelor’s degree in Information Technology or a related field.
• Experience: 3+ years of experience in IT service management or service desk operations;
experience in process analysis is a plus.

Skills:
• Strong analytical and problem-solving skills.
• Proficient in ITIL framework and service management tools (e.g., ServiceNow, JIRA).
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a team environment and independently