Key Responsibilities
Team & Operations Management
- Manage daily helpdesk operations, ensuring excellent call response TAT and quality of service.
- Monitor ticket logging, call prioritization, and ensure proper IMAC documentation for all cases.
- Conduct regular audits of IVR calls and share reports with management.
- Supervise team behavior, ensuring no misbehavior or unprofessional conduct with users.
- Ensure proper handover and takeover processes during team member transitions (joins/leaves).
Escalation & Problem Management
- Participate in major incident and problem management processes.
- Resolve escalated calls forwarded by the centralized helpdesk or resident engineers.
- Support engineers to resolve issues efficiently and maintain end-user satisfaction.
Reporting & Analysis
- Prepare and provide daily, weekly, and monthly MIS reports on operations and team performance.
- Identify process gaps and areas for improvement to enhance helpdesk efficiency and effectiveness.
Leadership & Communication
- Lead, mentor, and motivate the helpdesk team to achieve operational goals.
- Ensure team members follow SOPs and deliver consistent, high-quality support.
- Serve as the point of contact between management and the helpdesk team for escalations and process updates.
