Management Trainee - Service Desk
- Genpact India
- 3 to 8 Yrs
- Hyderabad
- 4 years ago
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Job Description
*With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it. Now, we re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Transformation happens here Come, be a part of our exciting journey
Are you the one we are looking for
Inviting applications for the role of Management Trainee - ServiceDesk
This role will consist of managing service desk team which will include performance, escalations, team admin issues and driving improvements. Along with other project related task on adhoc basis and managing relationship with stakeholders.
Responsibilities
- Manage the Service Desk and staff to provide 1st level technical support
- Act as an escalation point for unresolved or escalated calls
- Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles
- Periodic reporting to senior management and represent Service Desk during reviews/meetings.
- Ensure staff take ownership of user problems and be proactive when dealing with user issues.
- Allocate more complex calls to the relevant IT Support members.
- Arrange for external technical support where problems cannot be resolved in house.
- Ensuring knowledge management systems and documentation are kept up to date
- Contribute to and comply with the Quality System and the IT Operations Manual.
- Track and report statistics to management on a periodic basis, or as requested.
- Identify and own Users training requirements.
- Analyze Incident trends, and recommend and implement actions, with approval, to reduce Incidents.
- Increase the Availability of self-service capability, such as through providing self-service articles and help documentation for common issues across Service Desks.
Qualifications we seek in you
Minimum Qualifications- Must have a technology and service desk background
- Graduate in any stream
- ITIL certification
- Multitasking skills.
- Ability to pay attention to detail.
- Proven work experience as operations supervisor
- In-depth knowledge of performance metrics
- Good PC skills, especially MS Excel
- Excellent communication and leadership skills
- Organizational and time-management skills
- Excellent written and verbal skills
- Experience/understanding of ITIL methodology
- The ability to multitask across multiple incidents
- Understanding of SLAs and KPIs
- Experience of working in complex, high pressured environments within a 24-hour service structure
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: General / Other SoftwareFunctional Area: Not ApplicableRole/Responsibilies: Management Trainee - Service DeskContact 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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