Right Move
Website:
rightmoveconsultants.com
Job details:
Greetings for the Day…!!!
We are looking for a Service Desk Manager for one of our esteemed clients in Ahmedabad having experience in Global Service Desk , ITIL , Technical Support , Performance and People Management .
Exp: 12 + Years ( Min 2 years as a Service Desk Manager is required on paper )
CTC - Upto 23 LPA ( 17 LPA Fixed )
Shift: Rotational Shift
Location: Ahmedabad
Job Description: -
The Service Desk Manager is responsible for one delivery centre to ensure all Metrics are measured and adhered. Owner of key measurements, Service Levels, and critical deliverables for SD services
Key Accountabilities:
- Manages all activities in the Delivery center
- Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes sure they are aligned
- Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM – Workforce Management)
- Ensures process changes are implemented
- Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.
- Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center
Key Skills Required:
- Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)
- Understanding of Windows 7 & 10 operating system
- Assisting with configuring/troubleshooting of Software and Hardware
- Experience working with ServiceNow to log, track, close tickets
- Experience in resolving IT issues via phone/email/chat
- Excellent telephone etiquettes and customer service
- Excellent troubleshooting skills
- Knowledge of Microsoft based operating systems with emphasis on Windows X
- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
- Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
- Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
- Willingness to work in 24 X 7 support environment including working on Weekends and Holidays.
We are looking out for candidates who can join us within 30 days .
Thanks and Regards ,
Click on Apply to know more.