What are the responsibilities and job description for the Service Desk Advisor position at VDart Inc?
Role : Service Desk Advisor
Location : Houston, TX
Type : Contract
- Seeking a Service Desk Advisor to assess and enhance our service desk operations by identifying process gaps, technology challenges, and areas for improvement.
- This role involves developing a structured approach to service delivery, defining KPIs and SLAs, and creating a remediation roadmap to optimize efficiency, service quality, and customer satisfaction.
Key Responsibilities :
1. Assessment & Analysis
Evaluate existing service desk processes, workflows, and technology stack.
Identify inefficiencies, bottlenecks, and gaps in service delivery.
Conduct stakeholder interviews and gather feedback to pinpoint improvement areas.
2. Process Optimization & Best Practices
Define and document standardized service desk processes and procedures.
Implement ITIL or other best practices to enhance incident, problem, and change management.
Recommend automation and self-service solutions to improve efficiency.
3. Technology & Tooling Strategy
Assess current ITSM tools and identify necessary upgrades or replacements.
Work with IT teams to ensure tools align with business and operational needs.
Drive the implementation of AI, automation, and analytics for proactive issue resolution.
4. KPI, SLA & Performance Management
Define and establish key performance indicators (KPIs) and service level agreements (SLAs).
Develop dashboards and reporting mechanisms for real-time performance tracking.
Ensure alignment of SLAs with business objectives and customer expectations.
5. Remediation Roadmap & Implementation Plan
Develop a structured roadmap for addressing identified gaps and issues.
Prioritize initiatives based on impact, feasibility, and urgency.
Work with leadership and technical teams to execute the improvement plan.
6. Stakeholder Communication & Training
Collaborate with IT, business units, and leadership to ensure alignment on service improvements.
Provide training and guidance to service desk teams on new processes and technologies.
Foster a culture of continuous improvement and customer-centric service delivery.
Qualifications & Skills :
Preferred Certifications :
ITIL Foundation or higher
HDI Support Center Analyst / Manager
PMP or Agile / Scrum certifications (preferred)
