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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Technical Support / Helpdesk,Network / System Administration |
| EmploymentType | Full-time |
Minimum 4 years of experience with relevant experience in Service Desk Experience in managing teams Able to coach, mentor, motivate and interact with people Excellent verbal and written communications Strong decision making and analytical ability Demonstrates patience, passion for problem solving, ability to use knowledge bases, tools Able to negotiate, good presentation skills and client Interfacing Own and monitor the performance and calibration on team members Frequent 1:1s with team members to solicit feedback on process inefficiencies or team-related issues Deliver performance reviews to team members Own and create performance improvement plans Communicate vision and strategic vision changes Track case handling and time management Review and improve case handling flow Report weekly according to the KPI performance code calls Own, prepare content, and present reporting for WBR/MBR/QBR Handle all agent scheduling Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc. Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues Handle user/customer escalations and formulate actions to resolve any concerns and ownership till resolution Regularly formulate and execute internal and external governance Effectively handle client escalations and formulate actions to resolve any concerns Work with the operations managers to obtain necessary resources like training and support for the team s requirements Conduct quality assessment of agents performance and formulate trends for performance improvement of agents & teams Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets Familiarize the team with the latest process update and changes, team and individual targets Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects Experience in managing an IT Service Desk /Technical /Billing Support Process Advanced support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, PPT etc. Expertise on the concepts of computer and mobile hardware/ software Basic knowledge of cloud computing and types of cloud computing Basic Knowledge of Mail server settings IMAP , POP and SMTP Basic Knowledge of Domain Server Concepts like DNS ( Domain Name Server/Domain Naming System) , DKIM and DMARC Basic Knowledge of SPF (Sender Policy Framework) or SPF records /TXT records, MX records, CNAME Experience in working on Active Directory Basic knowledge of Internet Protocols LDAP (Lightweight Directory Access Protocol ) Basic knowledge if SSON (Single Sign On) ,API (Application-Programming Interface) Intermediate knowledge of Prevention of Spam, Phishing and Malware Able to gather disorganized data into usable knowledge articles,
Keyskills :
it service deskms outlookmail serverservice deskdomain servercloud computingproblem solvingtime managementcareer planningactive directorystrategic visiontechnical supportoperating systems