Service Desk Transformation and Transition SME

NEORIS is a Digital accelerator that helps companies enter the future, having 20 years of experience as Digital Partners of some of the largest companies in the world. We have more than 4,000 professionals in 11 countries, with our multicultural startup culture where we cultivate innovation, continuous learning to create high-value solutions for our clients.

We are looking for Service Desk Transformation and Transition SME 

Required Experience:

• A minimum of 5-7 years of progressive experience in IT Help Desk, Service Desk, or Technical Support roles, with significant exposure to large-scale enterprise environments.
• The candidate must possess a proven track record in Help Desk operations, including a comprehensive understanding and practical application of incident management, request fulfillment, problem management, and knowledge management processes.
• Demonstrable experience in contributing to or leading IT outsourcing initiatives, specifically focused on Help Desk or Service Desk functions, is indispensable.
• Extensive experience in documenting "AS-IS" Help Desk processes is highly valued, detailed ticket handling workflows, multi-tiered support structures, established escalation paths, and existing communication protocols.
• Proficiency in developing Statements of Work (SOWs) and their review for IT support services, including precise definition of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Experience in defining the service vision and articulating clear strategic objectives for Help Desk services, with a strong focus on enhancing user experience, optimizing operational efficiency, and ensuring scalability.
• A solid understanding and practical application of Help Desk metrics and KPIs, such as First Contact Resolution (FCR), Average Handle Time (AHT), Resolution Time, Ticket Volume, Customer Satisfaction (CSAT) among others.

Key Responsibilities

• The Help Desk Transformation and Transition SME will be responsible for a range of critical activities that directly contribute to the success of the outsourcing RFP.
• These responsibilities are detailed below, mapped to the key activities outlined.
• Responsibilities for Help Desk Transformation and Transition SME.
• Defining the service vision (what I expect from the services).
• Collaborate extensively with internal stakeholders (business users, IT application teams) and external consultants to define the strategic vision for Cemex's future Help Desk services.
• This involves a strong emphasis on optimizing user experience, enhancing operational efficiency, and ensuring alignment with broader business objectives.
• Documenting the AS-IS (Inventories, documents, KPIs, etc.)
• Lead the comprehensive documentation of current (AS-IS) Help Desk operations, including existing tools , current processes, detailed workflows, and the existing organizational structure.
• Preparation and review of SOWs.
• Provide expert input for the drafting and meticulous review of Statements of Work (SOWs) specifically tailored for Help Desk services.
• This includes ensuring precise scope definition, clear articulation of service hours, detailed support levels, established escalation paths, and defined communication protocols.
• Analysis of RFP responses and shortlisting
• Objectively evaluate vendor proposals for Help Desk services, focusing on their proposed support model, technical solutions, staffing plans, SLA/KPI adherence, and overall customer service approach.
• Support in Day-to Day operations
• Involvement in day-to-day operations is expected during the transformation and transition process to gain first-hand knowledge of the current operation, which can serve as input for definitions and evaluations.

We offer:

• Statutory & Major benefits
• Personal Growth
• Competitive salary
• Attractive benefits plan

Come and meet us on: http://www.neoris.com, on Facebook, LinkedIn, Twitter, or Instagram @NEORIS.

Maria Guadalupe Moreno Flores

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