Service Desk Solution Architect

Role & responsibilities

Role: Service Desk Solution Architect Pre Sales

Role Band: C3B / C4
Service Line: Digital Workplace / ServiceDesk / TAC

Role Summary

The Service Desk Solution Architect is responsible for designing and anchoring AI-first and GenAI-enabled Service Desk solutions, backed by strong hands-on experience in Service Desk delivery and operations.

The role combines ground-level delivery understanding (SLAs, KPIs, tooling, staffing, operations) with ITSM expertise, solution design, automation/AI enablement, commercial modeling, and transition planning to deliver scalable, cost-effective, and experience-driven Service Desk solutions.

The architect works closely with sales, pursuit teams, transition leads, operations, and clients to translate business requirements into robust service desk operating models and technical architectures.

Key Responsibilities

AI / GenAI–Driven Solution Design

• Architect AI-first / GenAI-enabled Service Desk solutions using:
• Virtual agents, agent assist, conversational AI, and automation
• AI-led triage, resolution guidance, ticket summarization, and knowledge creation
• Self-help, self-heal, and contact deflection use cases
• Define practical GenAI adoption across the Service Desk lifecycle, ensuring:
• Measurable productivity, SLA, and experience improvements
• Alignment to enterprise security, data privacy, and responsible AI standards