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Posted: Tuesday, 28 February 2017, 21:48

Education: Manager
Desired candidate profile Preferred Professional IT Certifications, such as: ITIL, PMP, etc.Knowledge and experience in cross-functional management methods and techniquesKnowledge of IT applications, processes, software, and equipmentStrong organizational, presentation, and customer service skillsSkill in strategic planning with an ability to think ahead and plan over a 6-12 month time spanSkill in planning and preparing written communicationsSkill in leading people and getting results with a strong customer orientationInterpersonal skills: such as telephony skills, communication skills, active listening and customer-careAbility to multi-task and adapt to changes quicklyAbility to work in a team and communicate effectivelyService awareness of all organization’s key IT services for which support is being providedUnderstanding of support tools, techniques, and how technology is used to provide IT servicesTyping skills to ensure quick and accurate entry of service request detailsSelf-motivated with the ability to work in a fast moving environmentPrior experience of managing Global service desk / technical help desk.Should be ready for 24*7 shifts Job description Manage the Service Desk team’s daily activitiesFunction as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the teamManage the dispatch process of service requests to ensure full utilization of technical resourcesImprove usage of IT Support resources and increase productivity of the teamCommunicate with all parties in a constructive manner to guarantee customer expectations are metMaintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessaryPerform customer follow-up to verify final resolution and determine satisfaction levelInterface with appropriate technical personnel for customer problems that cannot be resolved effectivelyProvide accurate reports and metrics to company management on the status and budget of on-going projects and agreementsUnderstand overall service desk objectives, as well as the role and function of each team memberManage the development of the team by ensuring that daily tasks and activities are in line with their career interestsAssist the service desk team in design and development tasksContribute to the continuity of computer services by providing the necessary technical leadershipDrive problem investigations and resolution as requiredEnsuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to productionDesign and maintain process documentation for the service desk team

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• Location: Delhi, IN - Delhi

• Post ID: 32787217 delhi is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017