Management Trainee - AP HelpDesk (Client)
- Genpact India
- 2 to 4 Yrs
- Hyderabad
- 4 years ago
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Job Description
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Are you the one we are looking for
Inviting applications for the role of Management Trainee-Service Desk
In this role, you shall the Service Desk for dealing with internal/external customer queries and incidents for Genpact users. To manage the performance of Level 1 services & support to end-users (internal) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring that staff is meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks and that standards and processes are followed, and protocol observed to provide effective customer service and meet requirements through an ITIL framework. Ensure incidents are logged accurately and timely and passed to second-line support teams, manage ticket systems, and be responsible for customer communications for service alerts.
Responsibilities
Managing, developing, and training the service desk team.
Maintain the incident ticket database, ensuring incidents are set to the correct priority, state and are within SLA for response and resolution.
Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
Conducting and sharing results from service and operation performance reviews.
Liasioning and managing all relevant stakeholders involved in service desk operations
Managing escalations and critical incidents create an environment of great tension, which can impact the interpersonal dynamics between agents and service desk clients. The service desk Assistant Manager must be able to express empathy and help staff to work through high-stress situations professionally.
Utilize conflict-resolution skills to address client frustration and diffuse tense situations.
Balancing workloads across teams and agents to maximize productivity, minimize costs and ensure SLA compliance.
Assessing potentially critical incidents and making triage decisions about business impact, urgency, and criticality. Impact-assessment skills and experience are essential.
During a shift, a service desk Assistant Manager will be managing a wide variety of activities that compete for his or her time and attention. The Manager should multitask and provide focused attention on high-priority issues to ensure all important activities are addressed.
Service desk Assistant Manager must be perceptive consumers of operational data and skilled in using data to make informed decisions.
Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools, and support experience. Keep confidential all
Provide data and reporting of KPIs and trends to Management and others in ad-hoc, weekly, monthly, and as needed. Will drive Ticket and develop strategies for improvement. Work to make Service Desk the single source of service delivery channel for the company. Monitor and manage phone & email queue (participating in escalated calls as needed).
Ensure that customers receive timely updates on incidents and customer incidents that occur across or involve multiple 2nd line groups and 3rd Parties are coordinated so that the end-user receives a consolidated response from ServiceDesk.
Maintain a calendar of maintenance requests on the network, data centers, exchanges, and internal changes and ensure communication to customers with the appropriate information.
Train, coach, and mentor Service Desk Analysts and Technical Engineers. Oversee staff activities. Builds/obtain (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support.
Qualifications we seek in you
Minimum qualifications
Graduate from a recognized university
Sound knowledge of CMS/Avaya.
The service desk Assistant Manager is the face of service-desk operations to management and business stakeholders. Excellent verbal and written communication skills are critical to keep stakeholders informed, influence decisions, and develop healthy business relationships with company leaders.
The ability to multitask across multiple incidents
Ability to work independently and within a team environment
Understanding of SLAs and KPIs
Ability to follow process and procedures accurately and without fail
Enthusiasm for providing outstanding customer service
Experience/understanding of ITIL methodology
Experience of working in complex, high pressured environments within a 24-hour service structure
Be able to make excellent decisions, work on own initiative & have good coaching and mentoring skills
Strong decision making and problem-solving skills
Team Building Practices, Principles, and Issues
Willingness to learn and develop new skills
Dedicated and able to work to deadlines
Preferred qualifications
Able to work both as part of a team or under own initiative
Able to take responsibility for own actions and performance
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
Employement Category:
Employement Type: InternshipIndustry: IT - SoftwareRole Category: IT Operations / EDP / MISFunctional Area: Not ApplicableRole/Responsibilies: Management Trainee - AP HelpDesk (Client)Contact Details:
Company: Genpact IndiaLocation(s): Hyderabad
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Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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