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Responsibilities:
Configure and customize the ‘Zoho ManageEngine’ service desk platform to align with the organization’s specific requirements and processes.
Implement and maintain service desk workflows, ticketing systems, SLAs, and escalation procedures.
Collaborate with stakeholders to understand their needs and translate them into practical configurations within Zoho ManageEngine.
Troubleshoot and resolve technical issues related to the service desk platform, ensuring smooth and uninterrupted service operations.
Provide training and support to end-users on how to effectively use the service desk system.
Collaborate with cross-functional teams to integrate the service desk with other IT systems and tools.
Monitor and analyze service desk performance, identify areas for improvement, and implement enhancements to optimize efficiency and user experience.
Stay up-to-date with the latest industry trends and best practices related to service desk management and Zoho ManageEngine.
Requirements:
Bachelor’s degree in Computer Science, Information Technology, or a related field.
Proven experience in configuring and customizing the ‘Zoho ManageEngine’ service desk platform is essential.
Strong understanding of IT service management principles, processes, and best practices.
Experience in implementing and maintaining service desk workflows, ticketing systems, and SLAs.
Proficient in troubleshooting and resolving technical issues related to service desk platforms.
Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders and end-users.
Strong problem-solving and analytical skills, with a keen attention to detail.
Ability to work independently, prioritize tasks, and meet deadlines