Experience. 10 - 12 Years
Required Technical Skill Set
- Supervisory Experience. Minimum of 2+ years of supervisory or team lead experience within a helpdesk environment.
- Customer Service Focus. Excellent interpersonal skills with a strong focus on customer service.
- Business Acumen. Understanding of business principles and organizational structure.
- Technical Proficiency. Strong technical knowledge of Microsoft Office 2010-Office365, Windows 10 – 11, Active Directory, VPN, etc.
- Communication Skills. Exceptional oral and written communication skills, with the ability to effectively communicate to a variety of audiences.
Key Responsibilities
- Service Desk Management. Independently manage and direct the daily activities of Service Desk operations.
- Staff Planning. Oversee floor management to handle volumes and forecasts, including schedule adherence, workforce management (break management), shift management, and staff rotation.
- Process Standardization. Drive initiatives for the standardization of processes to reduce escalations and queries on the floor.
- Service Delivery. Ensure the delivery of Service Desk services to performance levels detailed in SLAs and/or OLAs.
- Operations Management. Supervise, plan, and manage functions related to Service Desk operations.
- Performance Reporting. Report and communicate Service Desk performance, issues, successes, and opportunities to the Leadership Team.
- Team Performance Monitoring. Conduct performance measurement, monitoring, and evaluation of the entire team to improve efficiency.
Why Join Us?
- Innovative Environment. Be part of a dynamic team that drives innovation and excellence.
- Professional Growth. Opportunities for continuous learning and professional development.
- Supportive Leadership. Work with a leadership team that values your contributions and fosters growth.
If you meet the above qualifications and are excited about this opportunity, we would love to hear from you!
Apply Now to take the next step in your career with TCS, Noida.