Service Desk Manager

2 days ago

Noida, Uttar Pradesh, India Wipro Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Job Description

Role:

Service Desk Manager

Do:

ESSENTIAL DUTIES/RESPONSIBILITIES :

  • Oversee help desk support to ensure that end user problems are resolved in a timely and effective manner, enabling users to access needed information and utilize technology resources effectively.
  • Improve productivity at ServiceDesk by focusing on reducing incidents, use self-heal and self-help techniques to reduce call flow at SD.
  • Communicate effectively with customers and stakeholders to assess support needs, assist in the identification of technology needs, and respond to customer service concerns.
  • Train and guide support specialists to effectively utilize help desk problem-management process (the identification, prioritization, escalation and resolution of end user help requests) to ensure quick and accurate responses to all end users, while emphasizing a customer-focused attitude.
  • Establish and monitor service level targets/benchmarks and measure performance against those benchmarks. Establish and monitor Compliance level across the region - Patch, AV and security standards
  • Track and analyze support calls and information requests to identify areas of need and create strategies to enhance end-user capacity and end-user reliance on support personnel.
  • Develop and maintain comprehensive documentation, including: operations guidelines and procedures, inventory checklists, deployment guides, budget information, training guides and support materials.
  • Measure and report on unit performance via metrics and indicators of service level activity and customer satisfaction. Provide regular helpdesk performance and utilization reports to leadership.
  • Manage the inventory, support and maintenance of the region/location's end user technology assets, including, but not limited to: desktop and notebook computers, mobile devices (smart phones, tablets, etc.), printers and software.
  • Facilitate equipment, services, and software purchases and implementation; and manage inventory and licensing reconciliations. Conduct research and make recommendations on hardware and software products, services, protocols, and standards.

SECONDARY DUTIES/RESPONSIBILITIES:

- Recommend changes or enhancements in available information technology or equipment as prompted by feedback via the user support function.

- Engage in ongoing research of emerging trends and new technologies which may benefit the corporation's goal of strategically implementing technology to enhance business performance, and specifically support the support services function.

- Participate in the planning, policy and decision making discussions involving information management projects.

- Provide occasional technical support and best practice advice for offsite Corporation events.

- Research and implement special projects and other duties as assigned.

NATURE OF WORK CONTACTS

- Works closely with staff and management from other units and divisions.

- Regular interactions with GNOC such as network administrators and server admi.

- Periodic correspondence and interaction with vendors Management staff

Mandatory Skills: Technology (Alight IT) .Experience: 8-10 Years .

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