Job Title : Deputy Manager- Helpdesk Operations
Experience : 3 to 5 Years
Location : Mumbai
Roles & Responsibilities
- Manage daily helpdesk operations to ensure smooth and uninterrupted support.
- Monitor helpdesk systems and ensure high availability and performance.
- Provide timely support to customers and internal stakeholders.
- Resolve queries and issues while adhering to defined SLAs and process timelines.
- Monitor customer feedback and implement service improvement initiatives.
- Coordinate with internal teams for issue escalation and resolution.
- Maintain operational reports and ensure compliance with standard operating procedures.
Requisites
- Bachelor//'s degree in BCA, B.Tech/BE, MBA, or a related field.
- Experience in Helpdesk Operations or Helpdesk Management within the Capital Markets or BFSI domain.
- Working knowledge of helpdesk tools, CRM systems, and voice/email support processes.
- Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook).
- Strong verbal and written communication skills.
- Good analytical, problem-solving, and customer service skills.
- Ability to manage SLAs, multitask, and work in a fast-paced operational environment.
- Strong stakeholder management and coordination abilities.
