EY GDS - Manager - Service Desk Management

Job Description

Manager - Service Desk Management The opportunity: - Manager - Service Desk Management role is responsible to manage the Workplace Enablement Services - Centralized Service desk across GDS India facilities. This role will be responsible to oversee 24/7 Service desk operations and handle all employee queries and challenges.- As a Service Desk Manager, you will identify and leverage new opportunities to expand the service desk operations to meet changing customer expectations, ensuring a customer centric model of best practice.- The goal is to focus on attending and resolving requests within Turn Around Time and work towards the feedback received from the employees. Your key responsibilities: - Manage Service desk, ensuring all the requests are resolved on enhancing customer experience.- Possess experience in continuous improvement delivering impactful customer outcomes.- Identify and own a broad range of customer touchpoints in the service desk operations making it a vital part of understanding and mapping customer journeys.- Identify and work with Service desk tool provider for continual improvement and work towards improving the adoption of service desk usage by the employees making it more user friendly.- Provide insights from customer feedback to the respective functions of workplace enablement services to adapt new ways of working that can improve the customer experience.- Oversee the operations of Workplace Enablement Service desk ensuring all the requests are attended and resolved within the Turn Around Time of the requests.- Demonstrate a customer-centric mind-set with both a clear top-line strategy and provide a granular view of customer behaviour to the respective functions.- Provide regular reports and publish dashboards to the workplace enablement services leaders which would help to understand the customer requirement and target to achieve the need.- Build a strong relationship between Workplace enablement services and business by providing key insights in supporting business decisions.- Work with multiple centers across India and drive implementations on identified initiatives to enhance the service desk overall employee experience.- Work on escalations and issues raised by customer with respective functions and ensure to provide relevant solution to the customer.Responsibilities, Qualifications, Certifications - External:Skills and attributes for success:- Required conceptual skills and proven experience in the successful driving of customer experience in service desk operations.- Ability to adapt, being updated on current developments in the industry and implement transformational initiatives.- Demonstrate integrity, values and hold high moral grounds- Strong verbal and written communication, active listening and interpretation skills- Manage stakeholders, including leaders, vendors and build strong relationships- Strong influencing abilities- Ability to manage conflict and resolutions To qualify for the role, you must have: - Degree preferably in hospitality or related degree preferably with a work experience in similar field.- Minimum 8-10 years experience.Ideally, youll also have : - Experience in working in large matrixed organizations- Ability to function in a rapidly changing, heavily matrixed and often virtual environment- Ability to prioritize, drive and adapt to change quickly in a fast-paced environment- Culturally sensitivity and be capable of handling interactions with a - global mindset- - To Coach/mentor team members in a cross-functional environment What we look for: - Strategic thinker; ability to look at the bigger picture and can partner with key stakeholders to drive the direction of the business- Ability to use a strategic, solution-oriented approach to creating interest in our unique value proposition with senior level executivesThis job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.,

Keyskills :
service desk managementservice deskcustomer centriccustomer experiencewritten communication