Service Desk Agent

Candidate should be accountable for Service Desk team and Knowledge Management database for IT team supporting : Workplace related queries and issues. M365 problems (Outlook, Office, Teams, OneDrive, SharePoint, Windows). Identity and Access Management queries. Infrastructure related problems for service provided by GSC NSC IT Teams. Applications related problems requiring triage to respective application support group. Main activities, but not limited to, are : Support management team and take a lead in set up of Service Desk for GSC NSC Team. Supervise newly created SD team and its ramp up for GSC NSC organization (in line with Segregation Project Plan). Set up and overlook Knowledge Management set up for GSC NSC organization (supporting its implementation in ServiceNow tool). Act as Escalation point for SD related matters. Contribute in Service Catalogue creation for end users taking benefit of Service Now tool which GSC NSC organization is rolling out. Oversee creation and maintenance of operational SD documentation. Be part of Train the Trainer and early adapter of Service Now ITSM tool. Work with On-site and central support teams in defining effective way of collaboration. REQUIRED SKILLS : An ideal candidate should have : 5+ years of experience in Service Desk agent function and proven experience in Service Desk managerial role. Basic understanding of Azure Cloud and M365(Windows, Outlook, Teams, SharePoint, MS Office). Excellent communication and interpersonal skills. Very good command of English written and spoken. Can do approach and capability to work in dynamically changing environment. Below skills will be an advantage : Service Now knowledge. ITIL Foundation certificate. AWS Cloud knowledge.