Job Description

• Proven experience in service request management or a related role.
• Familiarity with ITIL (Information Technology Infrastructure Library) principles.
• Design, implement, and continuously improve service request management processes.
• Streamline workflows to enhance efficiency and reduce resolution times.
• Establish and maintain a centralized system for receiving and cataloging service requests.
• Collaborate with stakeholders to define and document service request requirements.
• Coordinate with relevant teams to ensure the timely and accurate fulfillment of service requests.
• Implement escalation procedures for service requests requiring special attention or additional resources.
• Generate reports on service request metrics, including volumes, resolution times, and customer satisfaction.
• Analyze data to identify trends, bottlenecks, and opportunities for improvement.
• Strong organizational and project management skills.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to interpret and act upon service request data.
• Knowledge of service request management tools and technologies.

Primary Skills

• Proven experience in service request management or a related role.
• Familiarity with ITIL (Information Technology Infrastructure Library) principles.
• Design, implement, and continuously improve service request management processes.
• Streamline workflows to enhance efficiency and reduce resolution times.
• Establish and maintain a centralized system for receiving and cataloging service requests.
• Collaborate with stakeholders to define and document service request requirements.
• Coordinate with relevant teams to ensure the timely and accurate fulfillment of service requests.
• Implement escalation procedures for service requests requiring special attention or additional resources.

Secondary Skills

• Strong organizational and project management skills.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to interpret and act upon service request data.
• Knowledge of service request management tools and technologies.

Ref: 1749760

Posted on: Jan 22, 2024

Experience level: Experienced

Contract Type: Permanent

Location:

Mumbai, KA, IN

Department: Infrastructure & Service Integration

Capgemini