GalaxE.Solutions | Service Delivery Team Lead | hyderabad
2 weeks ago
In "real time", team leads shall effectively handle any escalation related service request and incident tickets and provide expert guidance to team members.• Manage the help desk teams and evaluate performance against established CPI's• Ensure customer service is timely and accurate on a daily basis• Assist in recruiting, training and support help desk representatives• Engage client and ensure delivery to expectation• Ensure that the set customer service standards are met• Contribute to improving customer support by actively responding to queries and handling escalations in case of corner use cases• Establish ITIL best practices through the entire technical support process• Follow up with customers to identify areas of improvement• Shares industry best practices knowledge and offers assistance to team members• Develop daily, weekly and monthly reports on help desk team’s productivity• Provide customer feedback to the appropriate internal teams, like product developers
Skills and Experience You Will Need:
• 6+ years of customer service experience, preferably in a call center environment with an associate’s degree or equivalent from a two-year college in a related field• 3+ years leading a team• Strong knowledge of Microsoft systems, software, and technologies• Knowledge of MS Office Suite• Functional knowledge of cloud technologies, web-based applications, Active Directory / RACF / RSA / LDAP software and technologies, various hardware, virtual private network /Firewall support, and PC Desktop Support• Proficient in ServiceNow or other IT Service Management Platforms• Empathetic customer service resource• Exceptional customer-oriented capabilities with excellent communication skills – both written and verbal• Responds quickly and resolves problems related to technology usage.• Defines problems quickly and resolves most issues within the specified timeframe.• Can deliver “just-in-time” training over the phone.• Actively shares knowledge and helps team members.• Identifies and takes initiative to implement improvement opportunities.
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hyderabad, India GalaxE.Solutions Full timeYears of Experience : 6-8 Years:In "real time", team leads shall effectively handle any escalation related service request and incident tickets and provide expert guidance to team members.• Manage the help desk teams and evaluate performance against established CPI's• Ensure customer service is timely and accurate on a daily basis• Assist in...
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hyderabad, India GalaxE.Solutions Full timeYears of Experience : 6-8 Years: In "real time", team leads shall effectively handle any escalation related service request and incident tickets and provide expert guidance to team members. • Manage the help desk teams and evaluate performance against established CPI's • Ensure customer service is timely and accurate on a daily basis • Assist in...
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hyderabad, India GalaxE.Solutions Full timeYears of Experience : 6-8 Years: In "real time", team leads shall effectively handle any escalation related service request and incident tickets and provide expert guidance to team members. • Manage the help desk teams and evaluate performance against established CPI's • Ensure customer service is timely and accurate on a daily basis • Assist in...
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Service delivery team lead
2 days ago
Hyderabad, India GalaxE.Solutions Full timeYears of Experience : 6-8 Years: In "real time", team leads shall effectively handle any escalation related service request and incident tickets and provide expert guidance to team members. • Manage the help desk teams and evaluate performance against established CPI's • Ensure customer service is timely and accurate on a daily basis • Assist...
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Service delivery team lead
1 week ago
Hyderabad, India GalaxE.Solutions Full timeYears of Experience : 6-8 Years:In "real time", team leads shall effectively handle any escalation related service request and incident tickets and provide expert guidance to team members.• Manage the help desk teams and evaluate performance against established CPI's• Ensure customer service is timely and accurate on a daily basis• Assist in...
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Service Delivery Team Lead
2 weeks ago
Hyderabad, India GalaxE.Solutions Full timeYears of Experience : 6-8 Years: In "real time", team leads shall effectively handle any escalation related service request and incident tickets and provide expert guidance to team members. • Manage the help desk teams and evaluate performance against established CPI's • Ensure customer service is timely and accurate on a daily basis • Assist in...
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Service Delivery Team Lead
2 weeks ago
Greater Hyderabad Area, India GalaxE.Solutions Full timeYears of Experience : 6-8 Years: In "real time", team leads shall effectively handle any escalation related service request and incident tickets and provide expert guidance to team members. • Manage the help desk teams and evaluate performance against established CPI's • Ensure customer service is timely and accurate on a daily basis • Assist in...
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Service Delivery Team Lead
2 weeks ago
Greater Hyderabad Area, India GalaxE.Solutions Full timeYears of Experience : 6-8 Years: In "real time", team leads shall effectively handle any escalation related service request and incident tickets and provide expert guidance to team members. • Manage the help desk teams and evaluate performance against established CPI's • Ensure customer service is timely and accurate on a daily basis • Assist in...
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hyderabad, India GalaxE.Solutions Full timeAbout the CompanyGalaxE, now Endava, is a professional IT services firm that specializes in platform-driven solutions and the use of automation to achieve enterprise business transformation and mission-critical change for some of the largest companies in the world. Using our proprietary solution set, GxFource®, we apply machine learning techniques and...
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Hyderabad, India GalaxE.Solutions Full timeAbout the CompanyGalaxE, now Endava, is a professional IT services firm that specializes in platform-driven solutions and the use of automation to achieve enterprise business transformation and mission-critical change for some of the largest companies in the world. Using our proprietary solution set, GxFource®, we apply machine learning techniques and...
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hyderabad, India GalaxE.Solutions Full timeAbout the CompanyGalaxE, now Endava, is a professional IT services firm that specializes in platform-driven solutions and the use of automation to achieve enterprise business transformation and mission-critical change for some of the largest companies in the world. Using our proprietary solution set, GxFource®, we apply machine learning techniques and...
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hyderabad, India GalaxE.Solutions Full timeAbout the Company GalaxE, now Endava, is a professional IT services firm that specializes in platform-driven solutions and the use of automation to achieve enterprise business transformation and mission-critical change for some of the largest companies in the world. Using our proprietary solution set, GxFource®, we apply machine learning techniques and...
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