- Lead and oversee the day-to-day operations of the IT help desk team.
- Efficiently manage and coordinate the resolution of IT issues and incidents.
- Thorough understanding on SLA calculations of Service desk parameters.
- Managing escalations and ensuring issues are resolved in a timely manner.
- Customer-focused approach with a commitment to delivering exceptional service.
- Gather and report operational metrics, accomplishments, and priorities for weekly/monthly leadership/Customer meetings.
- Establish and implement ITIL standards across the process.
- Mentoring team, providing training, and conducting performance reviews.
- Provide recommendations to improve operational efficiency.
- Analyze performance of Service Desk activities to identify problem areas & implement improvements.
Principal Consultant - Hanamkonda, India - Genpact
Description
With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We're harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.
Now, we're calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.
Welcome to the relentless pursuit of better.
Inviting applications for the role of Principal Consultant - Service Desk
Service desk manager's responsibilities include overseeing service desk operations, managing staff and vendors, budgeting, process definition, and tool selection. They also handle IT service operations, executive communications, performance monitoring, and SLA compliance.
Responsibilities
Qualifications we seek in you
Minimum Qualifications
·Bachelor's Degree required. Preferably in Computer Science, Information Systems, or related field.
·Strong domain knowledge and technical orientation.
·Knowledge of OS, MDM and Office Issues.
Preferred Qualifications/ Skills
·Customer Service and Problem-Solving attitude.
·Good communications skills in English.
·Should be able to deliver on tight timelines.