Service Architect - Service Desk

Location: IN - Bangalore 24/7 | Job-ID: 214991 | Contract type: Standard | Business Unit: Others

Life on the team

At Computacenter, we pride ourselves on fostering a culture that emphasises diversity, inclusivity, and collaboration. We are committed to building supportive and rewarding relationships, celebrating success, and treating everyone with respect. Our focus is on putting customers first, keeping our promises, and considering long-term sustainability in all our decisions.

What you will do

• A stimulating new opportunity has arisen for an Operational Architect to join our thriving Group Managed Services division. The successful candidate will work in the Service Desk Workplace services space.
• You will be joining the current Portfolio Innovation and Management team with the ability to influence and drive technology and service standards within Group Managed Services at Computacenter. You will be comfortable directing a varied team of analysts in service incubation programmes, through multiple phases including adoption and into business as usual.
• Your ability to communicate at all levels within an organisation will be a valuable asset as you traverse across both Computacenter and Customer environments building trusted relationships that will help you meet your objectives and maintain excellence.
• This is an extremely important, highly demanding, and visible role within the organisation. Your peers are already well-established experts in their field and will support you in creating robust services for our extensive and demanding client base.
• You will need to have demonstrable expertise in a managed services operating model as well as a detailed level of technical concepts for End User solutions and services including Service Desk, End User Portal, IIVR, Chatbot, Federated Instant Messaging, Webchat. Understanding how user journeys flow.  Knowledge of the Genesys Platform and ServiceNow would be advantageous.
• Develop suitable service offerings in line with internal, customer and market requirements
• Own and manage the scoping and definition of a potential service by understanding and translating business requirements and the understanding of the technical capabilities of service desk products
• Ability to identify technical or service risks or issues and work to create action plans so that impact to customers services and Computacenter commercial loss can be minimised.
• Works with the product owner to define Architectural Standards for Service desk outcomes
• Maintain all administrative documentation as requested. * Advanced Microsoft Word and Excel skills
• Adhere to all Computacenter's policies and procedures.
• Build and enhance relationships with peers, and other key areas e.g. Computacenter's Group IS
• Perform other duties as agreed with your Line Manager

What you will need

• 15-20 years of overall experience with IT and minimum of 4 years of Service desk experience preferably working in a Multi-lingual global environment
• Solid experience with Technology and service in the Service Desk area.
• Ability to take conceptual ideas and turn those ideas into operational reality, detailing how our service desk will leverage tooling to enable an excellent customer outcome.
• Knowledge and experience of multiple technologies in Service Desk area.
• Proven ability to digest complex information and produce service design documentation for a business and technical audience from that information
• Excellent communications skills (verbal and written) and ability to articulate both technical ideas clearly and simply.
• Reasoning skills, lateral and creative thinking
• You will be self-motivated to develop technical knowledge, industry awareness within required Technology arena, constantly looking for ways to improve our end users experience.

About us
With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over seventy countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, and enabling people and their businesses.