Required Skills Set
- Very Good Communication skill, Fluent in English,Very good skill in MS Excel, PPT, word,Ensure Daily Operations managed with excellence like call response TAT, quality of response by Helpdesk Agents, Ticket logging quality monitoring and improving, plan and prioritize calls based on criticality, assuring IMAC filled for all the case etc. , Assure No misbehave with users by team, regular audit of IVR calls and share the reports, Prepare and provide daily, weekly and Monthly MIS, Ensure tickets are closed within the given SLA.
- Team Leader must have excellent communication skills, soft skills, To ensure for proper hand over / take over process at the time of any of his team member joins / leaves Havells, Participate in Major Incident and problem management, Must resolve escalated calls informed by centralized helpdesk and resident engineer, as the same time responsible to make sure engineer are able to resolve calls
Qualification
Graduation, ITIL
Certification
Any Technical Certificate (e.g. Hardware Networking Course, Computer course, MCSE, CCNA)
