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Position : Help Desk Manager
Skills : ---
Job ID : HDM-Mum
Experience : 1-2 Year
Qualifications : • Bachelor’s Degree (Any specialisation)
• Any equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities.
Job Description : Supervises:
• Centralised Help Desk Personnel along with nodal help desks across the country. To manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service.

Key Responsibilities (% of Time)
• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. (25%) • Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. (20%) • Provide data and reporting of KPI’s and trends to management in ad-hoc, weekly, monthly and as needed. Will drive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel. Monitor and manage phone queue (participating in escalated calls as needed). (20%) • Oversee solutions repository and ensure top quality solutions are available to the staff. Meets Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer support in the organization. Advise management on situations that may require additional client support or escalation. (20%) • Manage process for communicating outage/emergency activities to the organization. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. (10%)
Locations : Mumbai

Click here to apply : hr@veritasinfratech.com

 
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