This listing was posted on iSmartRecruit.
Help Desk Manager-SA
Location:
Pune
Description:
Job: Help Desk Manager-SA Location: Pune Job Description: Provides management oversight, scheduling, coaching and subject matter expertise for a team of help desk representatives. Assists the lead with complex resolutions and ensures coverage to avoid long wait times. Responsible for team answering IT requests via phone, email, live chat or instant message and explaining solutions in technical and nontechnical terms. Leading a team working on projects involving solving complex issues requiring highly technical skills to resolve. Skills and qualifications: Excellent customer service in face-to-face, telephone, or electronic interaction with clients Understanding to healthcare regulatory rules and PHI containment Subject matter expertise in tier 1 support Management experience in busy help desk setting Ability to avoid user escalations Understanding of when to call escalate an issue within the larger operations team Experience leading help desk teams Ensure one call resolution for one and done functions such as password resets, VDI assignments, software installs Coaching and auditing of help desk representative calls Ability to fully document issues in a ticketing tool to pass on to next level support Demonstrated strong language and communication skills, problem solving and ability to work with senior leadership Demonstrated strong written skills, including legible hand writing Ability to maintain calm under pressure Highly adaptable to changes and process adjustments in a changing environment Excellent time management skills Ability to manage the workload of a team, as well as work independently Ability to prioritize projects and duties A sense of urgency to complete tasks and assignments Good Understanding of computer support and troubleshooting, knowledge of Windows 10, 11, server OS Identify, log and resolve technical issues with software applications, OS issues, hardware Ensure that work is carried out within agreed service levels and in accordance with department and company guidelines"
Posted:
January 3 on iSmartRecruit
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More About this Listing: Help Desk Manager-SA
Help Desk Manager-SA is a Customer Service Help Desk Job located in India. Find other listings like Help Desk Manager-SA by searching Oodle for Customer Service Help Desk Jobs.
Help Desk Manager-SA is a Customer Service Help Desk Job located in India. Find other listings like Help Desk Manager-SA by searching Oodle for Customer Service Help Desk Jobs.