Job Description
Key Responsibilities:*
- *Helpdesk Management:* Oversee the Helpdesk operations, ensuring timely and effective resolution of client tickets.
- *Contract Management:* Manage client contracts, ensuring all terms are met and renewals are handled efficiently.
- *SLA Monitoring:* Monitor Service Level Agreements (SLAs) to ensure compliance and address any issues promptly.
- *Client Meetings:* Conduct regular client meetings to review performance, gather feedback, and address any concerns.
- *Client Surveys:* Implement and analyze client surveys to gauge satisfaction and identify areas for improvement.
- *Implementation Projects:* Lead and manage implementation projects using Zoho Projects and Zoho Desk, ensuring timely and successful delivery.
- *Client Satisfaction:* Ensure clients are happy with the services provided and address any issues or concerns promptly.
- *Team Collaboration:* Work closely with other departments to ensure seamless service delivery and continuous improvement.
- *Documentation & Reporting:* Maintain accurate records of client interactions, project progress, and performance metrics. Generate reports to track and optimize service delivery
Requirements
- Bachelor's degree in Business, IT, or related field.
- Proven experience in service delivery management or a similar role.
- Strong understanding of Helpdesk operations and client ticket management.
- Experience with contract management and SLA monitoring.
- Excellent communication and interpersonal skills.
- Proficiency in using Zoho Projects and Zoho Desk.
- Strong problem-solving and project management skills.
- Ability to work effectively in a team-oriented environment.
Benefits
- Opportunity to work with a dynamic and innovative team.
- Collaborative and supportive work environment.
- Competitive salary
