Help Desk Manager

4 weeks ago

Bengaluru, Karnataka, India Navi Full time
About Navi

Navi is one of the fastest-growing financial services companies in India providing Personal & Home Loans, UPI, Insurance, Mutual Funds, and Gold. Navi's mission is to deliver digital-first financial products that are simple, accessible, and affordable. Drawing on our in-house AI/ML capabilities, technology, and product expertise, Navi is dedicated to building delightful customer experiences.

Founders: Sachin Bansal & Ankit Agarwal

Know what makes you a "Navi_ite" :

1.Perseverance, Passion and Commitment

• Passionate about Navi's mission and vision

• Demonstrates dedication, perseverance and high ownership

• Goes above and beyond by taking on additional responsibilities

2.Obsession with high quality results

• Consistently creates value for the customers and stakeholders through high quality outcomes

• Ensuring excellence in all aspects of work

• Efficiently manages time, prioritizes tasks, and achieves higher standards

3.Resilience and Adaptability

• Adapts quickly to new roles, responsibilities, and changing circumstances, showing resilience and agility

Job Summary:

The IT Helpdesk Manager is responsible for overseeing the day-to-day operations of the IT helpdesk function supporting multiple locations of Navi including Corporate and Regional/City Offices ensuring that all IT-related issues and service requests are resolved efficiently. This role will lead a team of Helpdesk professionals, manage escalations, and ensure a high level of customer satisfaction through effective IT support. The manager will also work to optimize service delivery, establish key performance metrics, and drive continuous improvement of IT

service processes.

Key Responsibilities:

1. Leadership & Team Management:

● Manage and lead the IT helpdesk team, ensuring the team is adequately staffed and trained to provide effective support.

● Monitor helpdesk performance, set goals, and provide feedback to team members through performance reviews.

● Identify skill gaps and arrange training and development for helpdesk staff.

● Ensure adherence to company policies and IT best practices.

2. Operations & Support:

● Oversee the daily Help Desk operations, ensuring efficient ticket handling, resolution, and follow-up on service requests and incidents.

● Develop and enforce service level agreements (SLAs) to ensure timely resolution of IT issues.

● Manage escalations and work with other IT teams for issue resolution

● Ensures helpdesk support is available for all necessary shifts

3. Performance Monitoring & Reporting:

● Track and analyze helpdesk performance metrics, such as first response times, resolution rates, and customer satisfaction scores.

● Generate periodic MIS reports on helpdesk activity, identifying trends and opportunities for improvement.

● Regularly review and improve processes to enhance efficiency and service quality.

4. Technology & Tools:

● Manage helpdesk software, including ITSM, ITAM, End-PointPatch Management and MDM tools and systems are up-to-date and meet the needs of the business. Evaluate and recommend new tools and technologies to improve helpdesk operations.

5. Customer Satisfaction:

● Drive high customer satisfaction by ensuring timely, efficient, and courteous IT support services. Gather feedback from users to continuously improve helpdesk service and user experience by organizing CSAT surveys

● Collaboration & Communication:

● Collaborate with other IT teams (networking, systems, applications) to resolve complex issues.

● Provide regular updates on helpdesk performance, incidents, and improvement initiatives.

● Ensure clear communication with end-users regarding system updates, downtimes, and scheduled maintenance.

Technical Skill Sets:

1. IT Infrastructure and Systems Knowledge

● Operating Systems: Expertise in Windows, MacOS, and Linux operating systems.

● Networking Basics: Knowledge of networking concepts like TCP/IP, DNS, DHCP, VPNs, and firewalls.

● Hardware Management: In Depth understanding and Hands on experience of setting up Asset

Management solution. Understanding of hardware components such as PCs, laptops, printers, and mobile devices.

● Cloud Services: Familiarity with SaaS platforms like Adobe, Office 365 and its management

2. Service Desk Tools and Technologies

● ITSM Tools: Hands on experience with service management tools such as ServiceNow, Manage Engine,

Jira, or Zendesk.

3. Troubleshooting and Problem-Solving

● Issue Diagnosis: Ability to diagnose, analyze, and troubleshoot a wide range of hardware, software, and network issues.

● Root Cause Analysis (RCA): Skill in identifying the underlying causes of recurring problems

● Networking Fundamentals

● IP Addressing & Subnetting: Familiarity with IPv4/IPv6 addressing, subnetting, and supernetting.

● DHCP & DNS: Understanding Dynamic Host Configuration Protocol and Domain Name System operations.

● Security Protocols: Knowledge of security protocols (e.g., SSL, TLS, IPSec, VPNs).

● Patch Management: Ensuring that all systems are updated with the latest patches and updates to

minimize vulnerabilities.

● Wi-Fi Standards: Knowledge of wireless standards (e.g., 802.11n/ac/ax) and protocols.

Qualifications & Requirements:

● Education: B. Tech in Information Technology/ Computer Science

Experience:

● 3-4 years of experience in IT support/helpdesk roles with at least 2-3 years in Team Lead capacity.

● Proven experience in managing IT support teams and handling escalated technical issues.

Skills:

● Strong team management skills.

● Excellent communication and interpersonal skills to work effectively with staff and end-users.

● Proficiency in helpdesk ticketing systems, ITIL frameworks, and incident management.

● Strong problem-solving skills with the ability to work under pressure.

● Ability to manage multiple priorities and meet deadlines.

Certifications (Preferred):

● ITIL Foundation certification, Project Management Certifications

● CompTIA A+, Network+, or other relevant IT support certifications.

  • Help Desk Specialist

    3 weeks ago

    Bengaluru, Karnataka, India Steer Health Full time

    Steer Health is a high-growth startup redefining the health tech industry. We are on a mission to make healthcare more accessible and efficient through innovative technology solutions. Our team is a dynamic and driven group of individuals, passionate about improving healthcare.Job SummaryWe are looking for a Help desk specialist to provide technical support...

  • Help Desk Engineer

    2 days ago

    Bengaluru, Karnataka, India AimNxt Technologies LLP Full time

    AimNxt Technologies LLP is seeking an experienced Help Desk Engineer to provide technical support to our customers. This role involves being the primary point of contact for customers seeking assistance and providing timely and effective solutions to their queries.Responsibilities:Act as the first point of contact for customers seeking how-to...

  • Help Desk Technician

    8 hours ago

    Bengaluru, Karnataka, India HCLTech Full time

    Job OverviewWe are seeking a Help Desk Technician to join our team at HCLTech. As a Help Desk Technician, you will be responsible for providing technical support to our clients via phone, email, and ticketing system. Your primary goal will be to troubleshoot and resolve technical issues related to desktops, laptops, printers, and other end-user devices.Your...

  • Help Desk Expert

    1 day ago

    Bengaluru, Karnataka, India Diverse Lynx Full time

    We're on the hunt for a Help Desk Expert to join our team at Diverse Lynx! As a Help Desk Expert, you'll be responsible for resolving customer complaints and providing top-notch technical support via phone, email, or remote desktop connections.Responsibilities:Address user tickets regarding hardware, software, and networking issuesProvide step-by-step...

  • Help Desk Technician

    2 days ago

    Bengaluru, Karnataka, India ThoughtSol Infotech Pvt. Ltd Full time

    About the Position:The L1 Service Desk Engineer at ThoughtSol Infotech Pvt. Ltd is the primary point of contact for IT support within the organization.Key responsibilities include handling initial support requests, troubleshooting technical issues, resolving basic IT incidents, and escalating complex problems to higher support levels.Responsibilities:Handle...

  • Help Desk Technician Leader

    1 day ago

    Bengaluru, Karnataka, India IT AISA Full time

    Job Summary:The Help Desk Technician Leader position at IT AISA is designed for an experienced and skilled technical professional who can lead our help desk team and ensure seamless delivery of technical support services. As a key member of our IT team, you will oversee the resolution of technical issues, develop knowledge base articles, and contribute to...

  • Help Desk Engineer

    2 days ago

    Bengaluru, Karnataka, India IT Full time

    We are seeking a Help Desk Engineer to provide technical support, troubleshoot issues, and maintain IT service management platforms. Our ideal candidate will have expertise in ITSM, ITOM, and ITAM tools.Key ResponsibilitiesProvide L2/L3 support for ITSM/ITOM/ITAM tools.Troubleshoot and resolve incidents, service requests, and change management issues.Monitor...

  • Help Desk Engineer

    2 days ago

    Bengaluru, Karnataka, India Prismforce Pvt Ltd Full time

    About the RoleWe are looking for a Help Desk Engineer who is passionate about delivering exceptional customer service and resolving technical issues efficiently. Your strong communication skills and technical aptitude will enable you to troubleshoot problems and escalate issues as needed.

  • Help Desk Specialist

    3 days ago

    Bengaluru, Karnataka, India Teleperformance Global Services Private Limited Full time

    Job Summary:We are seeking a Help Desk Specialist to join our team in Marathahalli, Bangalore. In this role, you will be responsible for providing technical support to our clients via phone calls. As a Help Desk Specialist, you will be the primary point of contact for our clients and will play a key role in ensuring their satisfaction with our services.Key...

  • Help Desk Technician II

    7 days ago

    Bengaluru, Karnataka, India Harman Full time

    Job DescriptionWe are looking for a skilled Help Desk Technician II to join our team. As a Help Desk Technician, you will be responsible for providing technical support and assistance to staff and customers.Duties and Responsibilities:Answer and respond to technical inquiries and requests from staff and customers.Provide technical assistance and support for...

  • Help Desk Operations Engineer

    2 days ago

    Bengaluru, Karnataka, India IT Full time

    We are seeking a highly motivated and experienced Help Desk Support Engineer to join our team. As a key member of our IT department, you will play a crucial role in ensuring that our clients receive top-notch technical support.About the RoleThis is an exciting opportunity for someone who is passionate about technology and enjoys problem-solving. As a Help...

  • Help Desk Technician

    1 week ago

    Bengaluru, Karnataka, India Wipro Full time

    About the RoleWe're looking for an experienced Help Desk Technician to join our team at Wipro. In this position, you'll be responsible for delivering exceptional customer service by providing timely and effective solutions to IT-related problems.Your primary goal will be to troubleshoot and resolve technical issues, ensuring that clients receive the best...

  • Help Desk Support Engineer

    2 days ago

    Bengaluru, Karnataka, India IT Full time

    Job Description : There is a client alignment and Infrastructure is up and running for Helpdesk from Infosys Bangalore office. - Employee to operate from Infosys Bangalore office as per shift requirement (24x7). - 3 - 4 years' experience In customer service or a help desk environment; interest in IT field a plus. - Handle Tier 1 help desk escalations through...

  • Help Desk Operations Coordinator

    5 days ago

    Bengaluru, Karnataka, India Tata Consultancy Services Full time

    Job DescriptionSkill : Help Desk Agent L1Experience : 1 to 3 YearsWe are seeking a skilled Help Desk Operations Coordinator to manage the day-to-day activities of IT-Helpdesk Operations.Manage and co-ordinate the processing of incoming calls/Chats/Tickets to ensure timely and effective resolution of incidents and requests as per pre-defined SLA.Co-ordinate...

  • Help Desk Professional

    4 days ago

    Bengaluru, Karnataka, India HCLTech Full time

    Company OverviewWe are HCLTech, a leading global technology company that helps businesses transform their operations and improve their bottom line. Our services range from IT consulting to application development and engineering services.About the RoleThis is an exciting opportunity to join our team as a Service Desk Analyst. In this role, you will be...

  • Help Desk Support Engineer

    3 weeks ago

    Bengaluru, Karnataka, India IT Full time

    Job Description : There is a client alignment and Infrastructure is up and running for Helpdesk from Infosys Bangalore office. - Employee to operate from Infosys Bangalore office as per shift requirement (24x7). - 3 - 4 years' experience In customer service or a help desk environment; interest in IT field a plus. - Handle Tier 1 help desk escalations through...

  • Help Desk Support Engineer

    2 weeks ago

    Bengaluru, Karnataka, India IT Full time

    Job Description : There is a client alignment and Infrastructure is up and running for Helpdesk from Infosys Bangalore office. - Employee to operate from Infosys Bangalore office as per shift requirement (24x7). - 3 - 4 years' experience In customer service or a help desk environment; interest in IT field a plus. - Handle Tier 1 help desk escalations through...

  • Technical Help Desk Engineer

    2 days ago

    Bengaluru, Karnataka, India ThoughtSol Infotech Pvt. Ltd Full time

    Job Summary:The L1 Service Desk Engineer at ThoughtSol Infotech Pvt. Ltd is responsible for providing technical assistance and support to end-users.Key responsibilities include handling initial support requests, troubleshooting technical issues, resolving basic IT incidents, and escalating complex problems to higher support levels.Responsibilities:Handle...

  • IT Help Desk Professional

    1 day ago

    Bengaluru, Karnataka, India Tata Consultancy Services Limited Full time

    Tata Consultancy Services Limited is a leading global consulting and technology services company that helps businesses succeed in an ever-changing world. Our team of experts works closely with clients to understand their unique needs and deliver tailored solutions.As a Service Desk Engineer, you'll be part of our dedicated IT team, responsible for providing...

  • Help Desk Officer

    2 days ago

    Bengaluru, Karnataka, India MUFG Global Service Full time

    About Us: MUFG Bank, Ltd. is Japans premier bank, with a global network spanning in more than 40 markets. Outside of Japan, the bank offers an extensive scope of commercial and investment banking products and services to businesses, governments, and individuals worldwide. MUFG Banks parent, Mitsubishi UFJ Financial Group, Inc. (MUFG) is one of the worlds...