IT Desktop Support Manager /Service desk Lead
- Wipro
- 5 - 10 years
- Hyderabad
- 4 years ago
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Job Description
Freshers can also apply(IT Desktop support)
Roles and Responsibilities
1) SD Lead/ Service Desk/ Team leader/ Manager
Job Type Permanent
Location Hyderabad & Pune
Salary 8 - 22 LPA
Experience required in IT environment 8 to 12 years
Relevant experience in IT SD environment 4 -8 years
Essentials for applying this role:
1. Meets the experience requirement stated above
2. Must have handled a team size of up to 30-100 plus in an IT Service desk environment
3. Must have cross geographical team handling experience
4. Must have hands on experience in Managing IT SD SLAs
5. Must have handled Voice desks in ITSD
6. Must currently be a IT Service desk Manager in an IT Helpdesk/IT Service Desk
Job description
Roles and Responsibilities:-
- Monitor projects/transactions and provide qualitative/constructive feedback to the team members
- Answer operations related queries from the client
- Manage escalations
- Ability to handle pressure and a natural go getter
- Drive process performance to achieve and exceed SLA deliverables
- To create a conducive and stimulating environment for the teams to accomplish their goals
- Should have a sound knowledge of MIS and reporting activities stressing over backend
- Should be able to handle client interaction (on calls or in person)
- Should have excellent problem solving capabilities and lateral thinking skills
- Maintain delivery dashboards with analysis
- Must have cross geographical team handling experience
- Must have hands on experience in Managing IT SD SLAs
- Must have handled Voice desks in ITSD
- Must currently be IT Service Desktop service in an IT Helpdesk/IT Service Desk
- To be a part of the client calibration call to have better understanding of the process and for continuous improvement
Applicants specifications & Qualification:
- Must have more than 5 years of experience in IT Service Desk as a Team Lead
- Should have managed service desk operations in his/ her current role
- Experience of working in an IT Contact Center/Service Desk support
- Understanding of the Business situation and capability to address issues
- Shows flexibility/ownership & works under pressure situation
- Demonstrate excellent communication skills
- Other Essential Skills
- Thorough understanding of helpdesk/service desk operations, IT best practices, industry trends and customer service
- Proven experience of initiating positive changes in a helpdesk/service desk environment
- Device personal development plan for the team Leaders
Identify opportunities for value ads
2) SME
Job Type Permanent
Total Experience 3-9 Years
Experience required in SME SD 1 to 3.5 years with team/People management skills
Location Hyderabad & Pune
Salary up to 10+ LPA
Mail ID: bh***********t@wi**o.com
Job Classification
Industry: IT Services & ConsultingFunctional Area: IT & Information Security, Role Category: IT SupportRole: IT SupportEmployement Type: FreshersEducation
Under Graduation: Any GraduatePost Graduation: MBA/PGDM in HR/Industrial RelationsContact Details:
Company: Wipro LimitedAddress: Sy No. 76P, 80P,,Wipro Limited,Sarjapur Road,Dodda, kkannelli, VARTHUR HOBLI, BANGALORE, Karnataka, IndiaLocation(s): Hyderabad
Keyskills: Team Handling Service Desk Management IT Helpdesk Desktop Support IT Service Desk Ticketing Tools Technical Helpdesk Service Desk Team Leading SLA People Management Skills Service Management
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Wipro
About Wipro Ltd. Wipro Ltd. (NYSE:WIT) is a leading Information Technology, Consulting and Business Process Services company that delivers solutions to enable its clients do business better. Wipro delivers winning business outcomes through its deep industry experience and a 360 degree view of Busine...
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