SPE-Store&Enterprise Helpdesk

5 days ago

Chennai, Tamil Nadu, India Cognizant Full time ₹ 4,00,000 - ₹ 12,00,000 per year

Job Summary

We are seeking a dedicated professional for the role of SPE-Store&Enterprise Helpdesk with 2 to 6 years of experience. The ideal candidate will possess strong technical skills in Service Desk and domain expertise in Customer Experience Offerings. A hybrid work model with day shifts ensures a balanced work-life environment. Proficiency in English is essential.

Responsibilities

  • Provide exceptional support to store and enterprise helpdesk operations ensuring seamless service delivery.
  • Oversee the resolution of technical issues enhancing the overall customer experience.
  • Collaborate with cross-functional teams to improve service desk processes and efficiency.
  • Analyze customer feedback to identify areas for improvement in service offerings.
  • Implement best practices in service desk operations to optimize customer satisfaction.
  • Monitor service desk performance metrics and report on key performance indicators.
  • Develop and maintain comprehensive documentation for service desk procedures.
  • Assist in the training and development of team members to enhance their skills and knowledge.
  • Ensure compliance with company policies and industry standards in all helpdesk activities.
  • Utilize technical expertise to troubleshoot and resolve complex issues promptly.
  • Engage with customers to understand their needs and provide tailored solutions.
  • Support store operations by addressing technical challenges and providing guidance.
  • Contribute to the continuous improvement of customer experience offerings.

Qualifications

  • Possess a strong technical background in service desk operations with proven experience.
  • Demonstrate expertise in customer experience offerings enhancing service delivery.
  • Exhibit proficiency in English both written and spoken for effective communication.
  • Experience in store operations is a valuable asset contributing to overall success.
  • Ability to work effectively in a hybrid work model balancing remote and in-office tasks.
  • Strong analytical skills to assess and improve service desk performance.

Certifications Required

ITIL Foundation Certification or equivalent in Service Management.

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