IT Service Desk/ITIL/Service now

About the Role

As an IT Service Desk professional at Infosys, you will be the primary point of contact for IT-related issues and requests from various stakeholders. Your day-to-day tasks will involve resolving incidents, managing service requests, and ensuring seamless delivery of IT services.

You will work closely with cross-functional teams to identify and resolve problems, and implement changes to improve IT service quality and efficiency.

Key Responsibilities

• Respond to and resolve IT-related incidents and service requests in a timely and efficient manner.
• Manage and track incidents, problems, and changes using ServiceNow, adhering to ITIL best practices.
• Develop and maintain accurate and up-to-date knowledge base articles to facilitate efficient issue resolution.
• Collaborate with internal stakeholders to gather information and resolve complex issues.
• Monitor and report on key performance indicators (KPIs) such as first-call resolution (FCR), mean time to resolve (MTTR), and mean time to repair (MTTR).
• Participate in on-call rotations to ensure 24/7 IT service availability.

Skills & Qualifications

• CA Service Desk certification or equivalent experience.
• Strong understanding of ITIL best practices and ServiceNow platform.
• Excellent communication and interpersonal skills to interact with stakeholders at all levels.
• Bachelor's degree in Computer Science, Information Technology, or related field.
• 1-4 years of experience in IT service desk or related roles.
• Strong analytical and problem-solving skills to troubleshoot complex issues.

What You'll Learn

As an IT Service Desk professional at Infosys, you will gain hands-on experience with ServiceNow and ITIL best practices, developing your skills in incident management, problem management, and change management.

You will learn to work collaboratively with cross-functional teams, develop your analytical and problem-solving skills, and improve your communication and interpersonal skills.

Resume Tip

When applying for this role, be sure to highlight your experience with ServiceNow and ITIL best practices, as well as any relevant certifications or training you have received. Use specific examples to demonstrate your skills in incident management, problem management, and change management.