CONSULTANT

Posting).

To manage the help desk staff to ensure consistent and high quality service to the customer's End users inline with all SLA s and KPI s.

To maintain an effective and efficient help desk tightly linked with customer business objectives.

Ensure continuous improvement of services provided to customer end users.

Provide Problem Management System support activities

Act as technical liaison between help desk, customer business groups, and IM support groups

Maintain technical skill continuity and consistency of help desk staff

Develop improvement programmes based on the results of customer survey and other measures to meet agreed levels.

Ensure operational excellence of the help desk. Implement Global problem Management and Escalation process.

Implement & maintain staffing and scheduling for helpdesk. Ensure that necessary staffing is there to provide adequate coverage and maintain SLA.

Work with Application and Infrastructure Development teams to ensure a smooth transition of new h/w and s/w into support by the help desk

Includes preparation of help desk staff to support new technology

Maintain skills inventory of help desk analysts and Work Request Co-ordinators:

Evaluate technical skills

Develop and maintain Training Plan

Work closely with Team Leads & SDM/GOM to perform RCA and value add analysis and lead problem resolution effort.

Implement complaint handling (management escalation) process for the help desk.

Liaison with the training team on issues of staff preparedness, How Tos, FAQ's, training, etc. for both helpdesk and for the end user community

Should keep knowledge updated by going through documentation periodically,updating documentation whenever new/change in process.

Documentation of help desk processes and manage help desk related projects

Liaison between help desk and other groups on technical support issues:

Proactively work with other groups on normal process support issues

Reactively work with other groups,gather technical information at outages,reduced services,emergencies or other exceptions from normal process

To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.

Qualification

B-Tech

No. of Positions

1

Skill (Primary)

DWP-USS-SERVICE DESK

Auto req ID

1383051BR

Full time