Supervisor - Helpdesk Operations

1 week ago


Powai, Maharashtra, India Larsen & Toubro Limited Full time
Education - B. Com Graduate

  • Experience 4 to 7 years
  • Managing of Employee Helpdesk (both ticket system & IVR system) & ensuring continual improvement in the support.
  • Responsible for development of Helpdesk Associates and ensure that they are cross trained across all functions/queues.
  • Ensure the Resolution of Queries/Requests/Complaints with appropriate response. Maintain the Quality of responses to the calls/SRs. Interception of ongoing call for quality monitoring
  • Coordination with respective Process Leads to ensure right information and content is being delivered by Helpdesk associates
  • Working with IT and Process teams to keep tools such as ChatBots, Portals etc updated
  • Assisting / facilitating the training of team members on areas such as Soft Skills, Process training.
  • Suggest process improvements & drive automation/digitalization
  • Monthly MIS preparations & presentations on Monthly review meetings

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