Helpdesk Manager

· Oversee and mentor helpdesk staff, ensuring they have the necessary training and resources to effectively support PAN 2.0 Applicant / Individuals.

· Ensure the delivery of high-quality technical /functional and operational support services to PAN 2.0 Applicant / Individuals

· Assist in Development and implementation of efficient helpdesk SOP / processes and workflows to improve response times and service quality. Regularly review and update support procedures to align with best practices and evolving business needs.

· Track helpdesk metrics and performance indicators to assess the effectiveness of support operations. review helpdesk reports and provide insights to ITD for strategic decision-making and continuous improvement.

· Provide troubleshooting assistance to the PAN 2.0 helpdesk support staff to promptly resolve issues reported by PAN 2.0 Applicant / Individuals

· Logging and tracking incidents, maintaining accurate records, and escalating complex problems to appropriate helpdesk support personnel as needed.

· Assisting in the deployment and configuration of software updates and enhancements to ensure system functionality and user satisfaction.

· Managing and resolving escalated issues promptly and maintaining high customer satisfaction levels.