Senior Manager - Global Service Desk
- Genpact India
- 3 to 8 Yrs
- Noida, Gurugram
- 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
Inviting applications for the role of Senior Manager- Global Service Desk
Are you the one we are looking for
The goal of ETO is to maintain day-to-day services to ensure no issue emerge and operations in running efficiently. If an issue occurs, they must understand the impact from a user s perspective and then follow up with swift, corrective action to restore services.
Responsibilities
Strong orientation to Technology Service Desk Operational prerequisite e.g., Metrics, KPI and associated reporting.
Technical understanding of Multimedia Service Desk, Omni Channels, and associated Metrics, KPI and reporting.
Strong Customer Centric and Interpersonal skills to both drive the team also individually able to demonstrate in dealing the customer escalations.
Manage the help desk team and evaluate performance
Should be able to manage teams remotely and across geographies
Manage business relationships with Service Desk stake holders to guide and influence successful delivery of service in accordance with service level agreements/contracts/user experience/leadership guidance
Supporting Organization projects from IT service desk perspective to meet organizational goals
Recruit, train and support help desk representatives and technicians
Contribute to improving customer support by actively responding to queries and handling complaints
Leadership interaction and handling business escalation
Drive critical global failures impacting service desk operations
Establish best practices through the entire technical support process
Follow up with customers to identify areas of improvement
Develop daily, weekly, and monthly reports on help desk team s productivity
Provide customer feedback to the appropriate internal teams, like product developers
Strong workforce management skills
Knowledge Management of various documentation to drive operational efficiency
Preferred inclination to Digital technologies like IT automation, Chatbot and AI etc.
Understanding of Ticketing system and associated changes impacting Service Desk OPS
Qualifications we seek in you
Minimum qualifications
Should relevant years of experience in managing service desk in various global locations
Proven work experience as a Help desk manager
Sound understanding of Multimedia Call Center Technologies and various channels of support
Solid technical background with an ability to give instructions to a non-technical audience
Customer-service oriented with a problem-solving attitude
Excellent written, verbal and communications skills
Team management skills
Graduate, preferred in IT stream
Should be able to deliver on Tight timelines and Demonstrate success & achievement orientation.
Should have in depth understanding of End User Computing and Service Desk area of operations
Exceptionally high motivational levels and needs to be a self-starter.
Preferred qualifications (Desired Experience):
Should be able to deliver on Tight timelines and Demonstrate success & achievement orientation.
Should have in depth understanding of End User Computing and Service Desk area of operations
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: Full timeIndustry: IT - SoftwareRole Category: General / Other SoftwareFunctional Area: Not ApplicableRole/Responsibilies: Senior Manager - Global Service DeskContact Details:
Company: Genpact IndiaLocation(s): Noida, Gurugram
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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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