CGEMJP00358076-Mumbai CGEMJP00358047- bangalore

Description:

Exp: 1-3 yrs

Location: Bangalore and Mumbai

Service desk roles Job Description: Ready to work 24/7 shift. Manage the consistent use of agreed tools and methods to address and resolve user identified problems in line with service level agreements. Complete monitoring of the team and team performance. Inspire, guide, support and motivate team, provide direction and manage performance Review the work and proposal of team members Encourage team to work collaboratively to contribute to achieving the team's business outcomes Enhance efficiency and quality of service to end users Should have good Technical Knowledge Managing day to day planning, operational challenges and solving problems of a team of agents. Maintenance of the root records, meeting revenues targets. Ownership and problem resolution. Training and development of staff. Conducting performance appraisal for the team. Work very closely with the team members, understand the agent's problems and weaknesses and address the same Eligibility:



6+ years in GSD with same role A5 and Above. Any graduate with 6 to 9 years' of relevant experience A good understanding of IT providers services Good understanding of statistical and analytical principals Good knowledge about Voice stats like AHT, GOS, Abandon, SLA, OLA and other GSD KPI's. Reasonable numeric skills, shrinkage management and positive team handling skills is must. Advance knowledge of MS office applications and MS Products Excellent verbal and written communication skills (English) Flexible to work in Shifts (24x7) Should handle the team weekly reviews and encourage team to meet organizational goals Responsible for staff retention within the team. The candidate should have excellent problem-solving capability Ability to work in fast paced environment. Excellent skills to prepare dashboard/report and have excellent presentation skills Good listener with the ability to apply the knowledge gained effectively

📌 Service Desk Engineer (India)
🏢 HORIGINE CONSULTING
📍 India