Supervisor - Helpdesk Operations

2 months ago


Powai Mumbai 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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