NEXTSTEP is also cloud-based, and it’s used by healthcare organizations and other large companies to automate manual workflows. NEXTSTEP is the most effective way for enterprise-grade organizations to capture image-based data, grant even the largest teams access to that data, then effectively process and integrate it with the systems in use within the organization.
Service Desk at Concord provides a single point of contact (SPOC) between the organization and end users. A foundational element of IT service management, service desk handles the full life cycle if IT service delivery, from being “eyes on glass” to managing service requests, to resolving issues, and planning service upgrades.
In addition to these essential tasks, the service desk is responsible for identifying and pursuing service improvement initiatives, managing complaints, suggestions, and compliments. A strong, healthy service desk team is consistent; committed to quality and regular quality improvements; viewed throughout the organization as an important component of the company.
The Service Desk Manager (SDM) is a critical role for the Service Desk team, they will be responsible for overseeing the day-to-day activities of service-desk operations to ensure timely and high-quality delivery of services to Concord’s customers.
The ideal candidate will have many years of experience in Service Desk Operations, IT Service Desk, Infrastructure and Application Management or NOC Support. You will manage a team of Service Desk Engineers (SDE), be responsible to monitor operations and ensuring issues and service requests are addressed in a timely manner, you will assist in defining metrics/benchmarks, and ensure that standards and processes are followed to provide effective service and meet requirements.
You will mentor and coach the team members so they can meet and exceed performance expectations, help guide their training path to facilitate a learning and growth environment, their success is your success.
Education, Skills and Experience Required:
Service Desk manager
5.0 yrs – 8.0 yrs
INR 10.00 lacs – 15.00 lacs
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