IT Service Desk Operations Specialist

1 day ago

Cochin, Kerala, India beBeeServiceDeskOperations Full time ₹ 8,00,000 - ₹ 10,00,000

Job Title: Service Desk Operations Manager

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Job Summary:

The Service Desk Operations Manager is responsible for overseeing and coordinating the day-to-day activities of the IT service desk or help desk team. They play a key role in ensuring that customer issues and technical support requests are addressed promptly and efficiently.

Key Responsibilities:

  • Team Supervision: Manage a team of service desk technicians or support staff, providing guidance, coaching, and training to ensure they meet their goals and objectives.
  • Monitor team performance and ensure adherence to service level agreements (SLAs), maintaining a high level of customer satisfaction through effective communication and problem-solving.

Technical Knowledge:

  • Stay up-to-date with IT industry trends and technologies, providing technical guidance and expertise to team members when needed.
  • Assist with complex technical issues and escalations, identifying opportunities to improve service desk processes and workflows.

Reporting and Metrics:

  • Generate reports on service desk performance, including ticket volumes, response times, and resolution rates, analyzing data to identify trends and areas for improvement.
  • Prepare regular reports for management, highlighting key metrics and recommendations for process improvements.

Security and Compliance:

  • Ensure compliance with security policies and procedures, assisting in incident response and security-related tasks as required.

Requirements:

  • Proficient in Microsoft Office (Excel, Word)
  • Ability to speak and write clearly and accurately in English
  • 0 - 1 years of total experience
  • Familiarity with the ITIL (Information Technology Infrastructure Library) framework is a plus

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