Help Desk Manager Full Time

Note: This is not an IT Help Desk position. This is an Help Desk Manager position to support users of the eTRACK+ application.

Chennai, India Experience : 6 – 10 Years

Responsibilities

  • Review and refresh the established Support process.
  • Establish best practices through the entire support process.
  • Manage the help desk team and evaluate performance.
  • Recruit, train and mentor support team members.
  • Work with product implementation teams in establishing processes for transition to Support post implementation.
  • Ensure customer service is timely and accurate on a daily basis.
  • Set specific customer service standards.
  • Contribute to improving customer support by actively responding to escalation queries and handling complaints.
  • Follow up with customers to identify areas of improvement.
  • Develop daily, weekly and monthly reports on help desk team’s productivity.
  • Provide customer feedback to the appropriate internal teams, like product development team.
  • Provide feedback to the product team on improvements required for the help desk system Assist.
  • Define and implement a Knowledgebase feature within Assist.
  • Provide root cause analysis and documentation for Sev 1 issues.
  • Review the knowledge base/troubleshooting content that is being pushed into ANB’s platforms .
  • Should also coordinate with ANB Academy on general help content/training materials.

Requirements and skills

  • Proven work experience as a support desk manager.
  • Hands on experience with support desk software’s.
  • Solid technical background with an ability to give instructions to a non-technical audience.
  • Customer-service oriented with a problem-solving attitude.
  • Excellent written and verbal communications skills.
  • Team management skills.
  • Bachelor’s degree in computer science, Information Technology, or relevant field.

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