Welcome to the relentless pursuit of better.
Inviting applications for the role of Management Trainee -Service Desk
To manage the Service Desk for dealing with internal/external customer enquiries and incidents for Genpact users. To manage the performance of Level 1 services & support to end users (internal) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring that staff are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed, and protocol observed to provide effective customer service and meet requirements through an ITIL framework. Ensure incidents are logged accurately and timely and passed to second line support teams, manage ticket systems, and be responsible for customer communications for service alerts.
Responsibilities:
Effectively managing, developing, and training the service desk team.
Working closely with Manager of Service Desk
Maintain the incident ticket database, ensuring incidents are set to the correct priority, state and are within SLA for response and resolution.
Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
Conducting and sharing results from service and operation performance reviews.
Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
Managing escalations and critical incidents creates an environment of great tension, which can impact the interpersonal dynamics between agents and service desk clients. The service desk Assistant Manager must be able to express empathy and help staff to work through high-stress situations in a professional manner.
Service desk tickets are often escalated when the client is frustrated with the response, he or she is receiving from the agent assigned to the issue. Service desk Assistant Manager use conflict-resolution skills to address client frustration and diffuse tense situations.
Business rules and automation are typically used to prioritize service requests; however, service desk Assistant Manager are responsible for balancing workloads across teams and agents to maximize productivity, minimize costs and ensure SLA compliance.
Service desk Assistant Manager are responsible for assessing potentially critical incidents and making triage decisions about business impact, urgency and criticality. Impact-assessment skills and experience are essential.
During a shift, a service desk Assistant Manager will be managing a wide variety of activities that compete for his or her time and attention. It is imperative the service desk Assistant Manager is able both to multitask and provide focused attention on high-priority issues to ensure all important activities are addressed.
Sound knowledge of CMS/Avaya.
The service desk Assistant Manager is the face of service-desk operations to management and business stakeholders. Effective verbal and written communication skills are critical to keep stakeholders informed, influence decisions and develop healthy business relationships with company leaders.
Data is the lifeblood of modern service management. Service desk Assistant Manager must be perceptive consumers of operational data and skilled in using data to make informed decisions.
Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools, and support experience.
Provide data and reporting of KPI’s and trends to Management and others in ad-hoc, weekly, monthly, and as needed. Will drive Ticket and develop strategies for improvement. Work to make Service Desk the single source of service delivery channel for the company. Monitor and manage phone & email queue (participating in escalated calls as needed).
Ensure that customers receive timely updates on incidents
Ensure that customer incidents that occur across or involve multiple 2nd line groups and 3rd Parties are coordinated so that the end user receives a consolidated response from Servicedesk.
Maintain a calendar of maintenance requests on the network, data centers, exchanges and internal changes and ensure communication to customers with the appropriate information.
Train, coach and mentor Service Desk Analysts and Technical Engineers including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support.
Qualifications we seek in you!
Minimum qualifications.
Excellent written and verbal skills.
The ability to multitask across multiple incidents.
Ability to work independently and within a team environment
Understanding of SLAs and KPIs
Ability to follow process and procedures accurately and without fail
Enthusiasm for providing outstanding customer service
Experience/understanding of ITIL methodology
Experience of working in complex, high pressured environments within a 24-hour service structure
Preferred Qualifications
Be able to make excellent decisions & be able to work on own initiative & have effective coaching and mentoring skills
Strong decision making and problem-solving skills
Team Building Practices, Principles, and Issues
Willingness to learn and develop new skills
Dedicated and able to work to deadlines
Ownership and follow up skills
Able to work both as part of a team or under own initiative
Able to take responsibility for own actions and performance
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
JobManagement Trainee
Primary LocationIndia-Gurugram
Education LevelBachelor’s / Graduation / Equivalent
Job PostingApr 14, 2023, 2:46:02 PM
Unposting DateOngoing
Master Skills ListCorporate
Job CategoryFull Time
About us Wealthy is making Wealth Management accessible through its online platform and a network of advisors (called Wealth Partners)....
Apply For This JobRoles and Responsibilities Research, outline, write, proof, and publish engaging digital content. Regularly develop various content types, including email, social...
Apply For This JobJOB DESCRIPTION – ORION eSOLUTIONS Job Title: IT Sales Director Location: India Job Type: Full-time, Permanent Salary: Fixed income and...
Apply For This JobDetails: Who we are For 30+ years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of...
Apply For This Job...
Apply For This JobPlease click the link below to apply for this position: https://atlas.bamboohr.com/jobs/view.php?id=174 About Us:Atlas Systems Inc http://AtlasSystems.com/ a software solutions company...
Apply For This Job