Helpdesk Manager

Experience: 5-7+ years in ITIL, Production support, Major incident management, Team handling, People management

Certification if any: ITIL mandatory Cargo wise or other consulting domain exp preferred

Skills required:

ITIL major incident management. 

Should be able to triage and handle a major incident and resolve the issue in the defined timeline

 

Project management:

Drive and handle all the client communications, delivery steering’s, escalations and act as a single point of contact between the service provider and the client.

Working on the contractual’ s and the requirements for a new engagement or modifying the existing one

Experience drafting an SOW, estimating the work force requirement, changing the contractuals reflecting the changes in the process etc

People management:

Scheduling the roster, handling the performance reviews, stack scores and conducting Performance knowledge tests, updating the knowledge with the changes to the knowledge articles

Support management:

 

 

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Team handling skills
Should be able to communicate with the client on day to day operational challenges
- Accept and handle inquiries related to applications and infra
- Depending on the nature, each issue is routed to the right team at  for action and resolution.
- Be the  first point of contact for all end-user issues, and inquiries can come from various channels (e.g. phone, email, chat, etc.) at any time of the day
- The end-to-end support process is tracked and managed by the helpdesk.
- The helpdesk will also manage the interactions with the end - users, where they are kept informed throughout the process
- Past experience in working on EDI application, JIRA tool and ServiceNow ticketing tool preferred

Roles and responsibilities:

•Experience in monitoring schedule adherence of the associates and advise the leadership team of issues negatively impacting service levels
•Operational floor management experience, monitoring service levels, making appropriate decisions, responsible for the daily monitoring of quality and production
•Experience in transaction monitoring, identifying improvement areas, preparing and ensuring adherence to development plan, coaching and feedback skills, mentoring skills
•Monitoring and reporting on the effectiveness of training programs and implementing remediation programs.
•Completes certification courses prior to conducting first training session.
•Adheres to Agent and/or Representative training schedule and curriculum.
•Delivers training assessments to trainees.
•Assigns appropriate pre-study work, as defined by client and Individual training organization.
•Consistently and thoroughly completes required tracking and reporting tasks.
•Communicates Trainee at Risk to Training Manager (attendance, assessment scores, success factors, activity results, etc.).
•Conducting outlier, Vitality and ad hoc client/process related trainings.
•Support service levels by being productive whenever required