Technician in test validation and customer support at FDI company, working on access control and intercom products. Conducting tests, analyzing results, and providing technical assistance to clients.
About the role
- Technology Support Specialist providing governance and performance management for outsourced Service Desk operations. Ensuring high-quality end-user support and adherence to SLAs in Bangalore, India.
Responsibilities
- Provide operational oversight, governance, and performance management for the outsourced Service Desk provider.
- Ensure high-quality end-user support and adherence to service-level agreements (SLAs).
- Monitor daily operations and review vendor performance metrics.
- Oversee the intake, triage, and escalation workflows for incidents and service requests.
- Develop and refine Service Desk processes, KPIs, and standards.
- Act as an escalation point for business units regarding Service Desk performance.
Requirements
- 5+ years of IT support, service desk management, or IT operations experience.
- Experience managing or working closely with outsourced IT service providers.
- Strong knowledge of ITIL/ITSM frameworks and associated processes.
- Excellent analytical abilities with experience interpreting service metrics and performance data.
- Strong communication and vendor management skills.
- Proven ability to drive process improvements and operational excellence.
- ITIL Foundation certification (or higher) (preferred).
- Experience with enterprise ticketing platforms such as ServiceNow (preferred), Remedy, etc. (preferred).
- Experience in a mid-to-large corporate environment with structured vendor relationships (preferred).
Benefits
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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