Service Desk 1st line, 2nd line, Service Desk Manager

Urgent opening for a UK based pharmaceutical firm in Ahmedabad

Please share your resume to jobs.centrumpartners@gmail.com

Service Desk Manager

Candidates should demonstrate leadership of a busy Service Desk, technical support or customeroperations function in a multi-site environment. They must show people leadership and service ownership rather than technical specialism alone. Practical leadership of 1st and 2nd Line support or a comparable customer-operations function. • Evidence of developing people through objectives, coaching, feedback and performance conversations. • Strong control of queues, priorities, capacity, ageing, escalations and service commitments. • Practical application of Incident, Request, Major Incident, Knowledge, Service Level and continual improvement disciplines. • Confident use of ITSM workflows, dashboards and data to manage risk and improvement

2nd Line Engineer Candidates should demonstrate successful 2nd Line, senior Service Desk, end-user computing or comparable customer-facing support experience. They must combine technical depth with customer ownership, knowledge sharing and controlled administration.

First line Manager

• Provide telephone and remote support to pharmacy, support-office and other business colleagues.

• Communicate clearly with users who may be working in time-critical operational environments.

• Take ownership from initial contact through resolution or effective escalation, providing regular updates