Helpdesk Manager(Female)

Job description

 

Job Position: Helpdesk Manager/Coordinator(FEMALE)

Gender : only Female candidates should applyExperience: 5+ yearsSalary budget: Up to 8.5Lacs P.A.Working days : 5(Monday to Friday)Notice period: Immediate to 15 days.Candidates with notice period above 30 days should not applyJob type : PermanentJob Location : Bangalore(Currently work from home but post pandemic need to work from office)

Company Profile : Finesse is one of the most trusted Software System Integrator, enabling Digital Transformation for global Financial Institutions & Enterprises by focusing on the design, deployment and maintenance of business-critical applications. Based out of Dubai, with offices in Bangalore & Mumbai, Finesse delivers customized solutions & services tailored to the unique demands of each of their clients in the BFSI, Healthcare, Retail, Infrastructure, Energy, Education, Pharmaceuticals, Aviation, and Government domains. Finesse offers solutions & services on Business Intelligence & Analytics, Ai & Chatbots ,Robotic Process Automaton, Blockchain, CRM, Cyber Security, Corporate Treasury among others. Finesse assists more than 300+ Enterprise clients across the world in their digital transformation journey.

To know more about us,visit at www.finessedirect.com

JOB DESCRIPTION-

Helpdesk Manager/ Helpdesk coordinator

Min 3+ years experience as Helpdesk ManagerManage the help desk team and evaluate performanceEnsure proper utilization of the resource and balance the call volumeEstablish best practices through the entire technical support processMonitor and manage Engineers daily activities and service quality and engineer availability etcManage the Engineer roaster / Shift and equally call distribution and allocationManage and maintain Helpdesk KPI such as ;AVERAGE HANDLE TIME of incidentAverage initial response timeMEAN TIME TO REPAIRUNSOLVED TICKETS PER EMPLOYEEReduce the call waiting timeFirst Time resolution rateReduce the number of repeated incidentsCall Closure with in SLARight distribution of tickets and escalationsIncident resolution effortsDaily review with Helpdesk and publish reportWeekly review with IFFCO Representative and publish reportsMonthly management review and publish reports

Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service Publish the Incident and Service request reports

Requirements

Proven work experience as a Help desk managerTeam management skillsStrong understanding of the organizations goals and objectivesAbility to absorb and retain information quickly.

 

Role

Customer Support Engineer/Technician

Industry Type

Legal

Functional Area

IT Hardware, Technical Support, Telecom Engineering

Employment Type

Full Time, Permanent

Role Category

Technical Support

Education

UG :Any Graduate in Any Specialization