Service Desk Manager

Responsibilities:

• Work closely with Service Delivery manager/Client to implement technical action items related to the Service desk
• Develop , maintain and Share reports/scorecards, dashboards &  related to operations & productivity to customer and Internally.
• Prepare and Present Operations reviews PPT on weekly , Monthly , quarterly and Annual  basis to client and take the learnings back to team on the identified areas of improvement.
• Drive Metrics and meet the expected SLA’s
• Provide technical expertise and guidance to the Service desk team
• Evaluate technical skills and provide regular feedback Monthly/quarterly/Annually.
• Resource Management and Staffing resource as per the Business needs.
• Develop and maintain Training Plan.
• Ensure continuous improvement of services provided by the Service desk.
• Act as technical liaison between Service desk and  Client support groups
• Maintain technical skill continuity and consistency of Service desk staff
• Act as Escalation contact to respond to issues /request from customer /end users
• Provide Problem Management System support activities.
• Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD
• Includes preparation of Service desk staff to support new technology.
• Maintain skills inventory of Service desk analysts and Work Request coordinators:
• Liaison between Service desk and other groups on technical support issues:
• Proactively work with other groups on normal process support issues
• Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process
• Update, organize, create an easy electronic access to all Service desk documentation, including manuals, scripts, processes, process flow charts
• Notification Escalation list, Service desk weekly schedule, support documentation, etc.
• Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool.
• Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out.

Technical Requirements:

• Phone support experience necessary.
• Technical Service desk or technical call center experience is necessary.
• Disciplined, systematic problem solving skills required.
• Hands-on work experience with the following:
• Windows Operating systems
• Clients: Windows7, Windows Vista, Windows XP, Windows 2000
• Servers: Windows 2000, Windows 2003, Windows 2008,
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Snow Remedy, HP Service Center, Peregrine Service Center
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• Internet browsers (e.g. Explorer, Chrome, Firefox),
• VPN and remote dial-in users
• Support for laptop, desktops, Mobility and printers
• PDA and blackberry support
• Others: Adobe Acrobat and other common desktop applications like WinZip, etc.

Soft Skills:

• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills and Ms Excel Skills.
• Good working knowledge of MS OFFICE (Including MS Project and Visio)
• Should have a great customer handling skills
• Able to handle unforeseen situations
• High level of acceptance
• Can drive HCL’s value and its methodology
• Self Driven and Highly motivated person able to come with solutions in pressure situations.

Other Skills / Experience:

• Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
• Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
• Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
• Ability to learn new information quickly and the willingness to do so at all times.
• Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.
• Customer Focus
• Teamwork
• Technical Expertise
• Interpersonal Effectiveness
• Concern for Order and Quality

Years of Experience:

• Total : 7 years’ experience in Help Desk, Information Management, or Customer Service delivery field
• Relevant :9  years of Manager experience in managing technical Service desk or technical call center

Certification requirements:

• Preferred MCP/MSCE/MSCA or HDI CSS
• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Education requirements:

• Bachelors / Masters / Equivalent

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