HCL - DU Head - Service Desk/EUC

Company - HCL Tech

Position - DU Head

Location Noida

JD:

Accountable for the operational execution of all ITIL processes associated with the Service Desk Drive the analysis of trends from multiple data sources to drive future service level improvements and identify and implement shift left opportunities.

Own service improvement initiatives and remediating actions.

Ensure that service delivery performance against SLAs is analysed and the data used to benchmark future SLAs Drive creation of Service Maturity scales for service measurement and assessment purpose

Ensure that continuity plans for associated services are maintained

Proactively set and manage expectations in the business about service quality, SLA's and CSAT's in order to drive customer satisfaction levels.

Manages the customer experience strategy across the Service Desk function.

Leads service enhancement projects involving changes to existing functionality.

Performs project management, including resource and time estimates.

Contact person - Namrata