Helpdesk Manager

2 days ago

Hyderabad, Telangana, India Wipro Limited Full time ₹ 5,00,000 - ₹ 10,00,000 per year
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at Helpdesk Manager

Experience: 5-7 years in ITIL, Production support, Major incident management, Team handling, People management

Certification if any: ITIL mandatory Cargo wise or other consulting domain exp preferred

Skills required:

ITIL major incident management.

Should be able to triage and handle a major incident and resolve the issue in the defined timeline

Project management:

Drive and handle all the client communications, delivery steering's, escalations and act as a single point of contact between the service provider and the client.

Working on the contractual' s and the requirements for a new engagement or modifying the existing one

Experience drafting an SOW, estimating the work force requirement, changing the contractuals reflecting the changes in the process etc

People management:

Scheduling the roster, handling the performance reviews, stack scores and conducting Performance knowledge tests, updating the knowledge with the changes to the knowledge articles

Support management:


͏ Team handling skills
Should be able to communicate with the client on day to day operational challenges
  • Accept and handle inquiries related to applications and infra
  • Depending on the nature, each issue is routed to the right team at for action and resolution.
  • Be the first point of contact for all end-user issues, and inquiries can come from various channels (e.g. phone, email, chat, etc.) at any time of the day
  • The end-to-end support process is tracked and managed by the helpdesk.
- The helpdesk will also manage the interactions with the end - users, where they are kept informed throughout the process
  • Past experience in working on EDI application, JIRA tool and ServiceNow ticketing tool preferred
Roles and responsibilities:
  • Experience in monitoring schedule adherence of the associates and advise the leadership team of issues negatively impacting service levels
  • Operational floor management experience, monitoring service levels, making appropriate decisions, responsible for the daily monitoring of quality and production
  • Experience in transaction monitoring, identifying improvement areas, preparing and ensuring adherence to development plan, coaching and feedback skills, mentoring skills
  • Monitoring and reporting on the effectiveness of training programs and implementing remediation programs.
  • Completes certification courses prior to conducting first training session.
  • Adheres to Agent and/or Representative training schedule and curriculum.
  • Delivers training assessments to trainees.
  • Assigns appropriate pre-study work, as defined by client and Individual training organization.
  • Consistently and thoroughly completes required tracking and reporting tasks.
  • Communicates Trainee at Risk to Training Manager (attendance, assessment scores, success factors, activity results, etc.).
  • Conducting outlier, Vitality and ad hoc client/process related trainings.
  • Support service levels by being productive whenever required
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

  • Facilities Helpdesk Manager

    2 days ago

    Hyderabad, Telangana, India Jones Lang LaSalle Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Key Responsibilities: Oversee and manage the facilities helpdesk team, including hiring, training, and performance evaluation Establish service level agreements (SLAs) and performance metrics for the helpdesk operation Develop and implement facilities management policies, procedures, and best practices Monitor and analyze helpdesk metrics to identify...

  • IT Helpdesk

    4 weeks ago

    Hyderabad, Telangana, India Supreme Components International Full time

    Supreme Components International (SCI) is looking for a fast-thinking, technically sharp, and detail-oriented professional to join our team as an IT Helpdesk & Business Operations Support Executive.This is not a typical IT Helpdesk job. Yes, you'll be the first responder for internal IT issues, but you'll also handle Excel-based operational workflows, such...

  • Facilities Helpdesk – Assistant Manager

    2 days ago

    Hyderabad, Telangana, India JLL Full time ₹ 5,00,000 - ₹ 10,00,000 per year

    JLL empowers you to shape a brighter way. Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they...

  • Facilities Helpdesk – Assistant Manager

    2 days ago

    Hyderabad, Telangana, India JLL Asia Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    JLL empowers you to shape a brighter way. Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they...

  • Helpdesk Site Engineer

    2 days ago

    Hyderabad, Telangana, India Star Health Insurance Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Job Summary:The Helpdesk Site Engineer is responsible for providing technical support and assistance to users both on-site and remotely. This role involves diagnosing and troubleshooting hardware and software issues, managing network configurations, and ensuring the smooth operation of IT systems.Role & responsibilitiesProvide technical support for hardware,...

  • Lead Helpdesk Professional

    5 days ago

    Hyderabad, Telangana, India beBeeHelpdesk Full time ₹ 8,00,000 - ₹ 15,00,000

    Transform Your Career with a Helpdesk Executive RoleKey ResponsibilitiesOptimise processes and requests to achieve seamless executionTag each request with unique identifiers to streamline issue resolution and direct them to the appropriate departmentClosely monitor and coordinate with assignees to ensure timely responses and maintain efficient progress...

  • SPE-CX-Multi Channel Helpdesk

    1 day ago

    Hyderabad, Telangana, India Cognizant Technology Solutions Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    Job SummaryJoin our dynamic team as a Multi Channel Helpdesk Specialist where you will leverage your expertise in customer experience to provide top-notch support across various communication channels. With a focus on delivering exceptional service you will play a crucial role in enhancing customer satisfaction and ensuring seamless interactions. This hybrid...

  • Senior Helpdesk Agent

    4 weeks ago

    Hyderabad, Telangana, India Jones Lang LaSalle Full time

    JLL empowers you to shape a brighter way Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services advisory and technology for our clients We are committed to hiring the best most talented people and empowering them to thrive grow meaningful careers and to find a place where they...

  • Helpdesk Executive

    2 days ago

    Hyderabad, Telangana, India JLL Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    JLL supports the Whole You, personally and professionally.Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and...

  • 15h Left: Senior Helpdesk Agent

    1 week ago

    Hyderabad, Telangana, India JLL Full time

    Job DescriptionThe Senior Helpdesk Agent is an integral part of the JLL EMEA, APAC & LATAM Helpdesk Services. The role is responsible for managing and administering tasks or tickets within both JLL and client systems.Its all about the data, keeping systems accurate and up to date on an ongoing basis as well as supporting in periodical reporting and ad hoc...