- · Lead and manage the team to ensure smooth daily operations across incidents, service requests, escalations, and user support activities.
- · Monitor ticket queues, resource allocation, response timelines, and closure quality to ensure adherence to defined SLAs and KPIs.
- · Prepare and publish MIS reports, dashboard summaries, service performance reports, and workflow updates for management review and customer discussions.
- · Develop and present monthly, weekly, and ad hoc operational reports to clients and internal stakeholders using Microsoft Excel, CRM tools, and presentation formats.
- · Analyze trends in incidents, repeat calls, pending tickets, aging, and team productivity, then recommend corrective and preventive actions.
- · Manage customer communication during escalations and review meetings, with the ability to represent the team confidently using accurate operational data.
- · Coordinate with internal teams such as infrastructure, application support, field support, procurement, and asset teams for resolution of complex issues.
- · Maintain records and operational discipline for IT inventory and IT asset management systems, including tracking of hardware, software, issuance, and stock movements.
- · Drive process compliance, reporting accuracy, documentation quality, and workflow adherence within the helpdesk function.
- · Coach, guide, and motivate team members while handling pressure situations and ensuring stable support delivery during peak workloads.
Pay: Up to ₹750,000.00 per year
Benefits:
- Cell phone reimbursement
- Health insurance
- Provident Fund
Work Location: In person
