Service Desk

Role & responsibilities

Expectations from the Role

• Own end-to-end progression of complex, high-impact, aging, repeatedly reassigned or business-critical tickets until service restoration and confirmed closure.
• Act as the central coordination point across Service Desk, L2/L3, application, infrastructure, security, ServiceNow and vendor teams, maintaining clear accountability.
• Validate ticket quality, impact, priority, diagnostics, evidence, assignment and escalation path before engaging resolver teams.
• Protect SLA and user experience through proactive follow-up, milestone tracking, clear communications, warm hand-offs and timely management escalation.
• Support major-incident identification and coordination, VIP/high-impact cases, cross-domain failures and urgent service recoveries in line with approved procedures.
• Use ServiceNow and available telemetry or knowledge insights to identify related incidents, known errors, recurring patterns and likely resolution paths.
• Reduce avoidable transfers and deadlocks by challenging incorrect reassignments, clarifying ownership and facilitating technical bridge discussions where required.
• Capture detailed chronology, actions, decisions, dependencies and closure evidence to ensure transparency, auditability and effective post-incident review
• Identify systemic gaps in process, ownership, knowledge, automation and monitoring and route improvement actions to the appropriate governance forum.
• Provide trend reporting on escalation drivers, aging, resolver delays, repeat assignment, customer effort and recovery effectiveness.

Preferred candidate profile