77 Helpdesk Management Jobs

The Desktop Support Specialist is responsible for managing end-user devices effectively and efficiently within the organization. This role involves addressing hardware, software, and network issues to ensure smooth operations. The ideal candidate will have a strong background in Windows, Linux, and MAC OS environments and will collaborate with remote teams to support network and security devices. Excellent troubleshooting skills, strong organizational abilities, and a commitment to maintaining high service levels are essential for this position. End User Device Management: - Address and resolve hardware, operating system, and software issues on computer systems with minimal disruption to end users. - Provide support for office applications and basic business tools, including authentication via Active Directory. - Manage and troubleshoot LAN, Internet, VPN, IP/Soft Phones to ensure reliable connectivity and access for end users. - Configure and support security tools such as firewalls, antivirus, Data Loss Prevention (DLP), and VPNs on client devices. - Configure and troubleshoot peripherals like printers and scanners. - Conduct scheduled proactive activities, including patching and updates to ensure secure and up-to-date systems. - Assist in the configuration and management of client-side backup solutions. Operating System Support: - Provide comprehensive support for Windows 10 and 11, including installation, configuration, and troubleshooting. - Offer support for Linux and MAC OS environments to optimize operating systems for end-user performance. Vendor Coordination: - Coordinate with various OEMs and vendors for the configuration, management, and maintenance of hardware and software solutions. Application Infrastructure Support: - Provide client-side support for application infrastructure, including email and office applications. Experience with O365 is an added advantage. Documentation & Asset Management: - Maintain a definitive library for operating systems, applications, product guides, and device firmware. - Update and manage configuration documents regularly. - Maintain an accurate inventory of assets using the IT Asset Inventory Management tool. Service Level Agreement (SLA) Management: - Ensure all SLAs are met and escalate issues timely when necessary. - Report and manage all incident, service, and change requests using the helpdesk tool. - Provide after-hours support in emergencies and participate in occasional weekend maintenance activities. Remote Team Coordination: - Work in coordination with remote teams to provide onsite support for network and security devices, firewall, IPsec & SSL VPN management, switching, and wireless infrastructure. Required Skills and Qualifications: - Excellent troubleshooting skills with a proven track record in resolving technical issues efficiently. - Proven experience as a computer technician or in a similar IT support role. - Exceptional organizing and time-management skills to handle multiple tasks simultaneously. - Strong communication abilities, both written and verbal, to interact effectively with end-users and team members. - Proficiency in Windows 10 & 11 operating systems, experience with Linux OS management, familiarity with MAC OS management. - Skilled in managing LAN (Wired & Wireless) networks and ability to generate and maintain detailed reports.,

BE / B. Tech / MCA / Polytechnic Diploma(IT) with minimum 3 Years of Experience in IT Infra Helpdesk handling. Required Candidate profile BE / B. Tech / MCA / Polytechnic Diploma(IT) with minimum 3 Years of Experience in IT Infra Helpdesk handling.

Job Title: Service Desk Coordinator Experience Required: 2.5 to 4 years Salary: 20,000 per month Overview: We are seeking a proactive and technically sound Service Desk Coordinator to manage ticketing systems and support operations efficiently. The ideal candidate should possess a solid understanding of technical troubleshooting and exhibit strong coordination and communication skills to ensure timely resolution of user issues. Key Responsibilities: Manage and monitor service desk tickets and ensure prompt resolution of user requests and incidents. Coordinate with cross-functional teams to resolve technical issues effectively. Maintain and update ticketing tools with accurate information and progress status. Analyze recurring issues and suggest improvements in service delivery. Ensure SLA compliance and escalate unresolved issues as required. Provide regular updates and reports on service desk performance. Requirements: Graduate with 2.5 to 4 years of experience in service desk operations or technical support. Proven experience in handling user requests and troubleshooting technical issues. Hands-on experience with ticketing tools (e.g., ServiceNow, Freshdesk, Jira). Excellent communication skillsboth written and verbal. Strong coordination abilities to work effectively with internal teams and stakeholders. Ability to manage multiple tasks and prioritize work in a fast-paced environment. Interested candidates can share their CVs at this email: leena.yadav@teamcomputers.com or Whatsapp - 9599004793

Hiring for CMM 5 Level Org!!Track and analyze support calls and information requests to identify areas of need and create strategies to enhance end-user capacity and end-user reliance on support personnel.should have ticketing and dashboard exp. Required Candidate profile Designation: Help Desk Executive Location: Andheri Experience:1+ Year Contact: snehapawar@peshr.com/7021769496 Qualification: Graduate Perks and benefits Get a chance to work in good work culture

Role & responsibilities Manage and operate the CAFM/Helpdesk system for logging and tracking service requests. Act as the main contact point for all service-related communication. Monitor service performance against KPIs and SLAs across contracts. Coordinate with technicians and clients, offering remote support when needed. Update the system during network issues to prevent data loss or delays. Ensure contract KPIs are met and escalate issues when necessary. Keep track of contract details like cost recovery and performance targets. Verify job card accuracy, including technician actions and material usage. Generate and customize regular reports for internal and client use. Collect customer feedback and support issue analysis and process improvements. The person will be responsible for managing the CAFM system, logging and tracking service requests, ensuring SLA/KPI compliance, coordinating with technicians and clients, verifying job details, generating reports, updating records during outages, supporting new contract onboarding, and handling customer feedback to ensure efficient facilities management operations.

Manage entire site operations includes technical, soft services, security, helpdesk, club house management etc. Maintenance of technical equipment & handover takeover of the technical system.

Role & responsibilities Provide user support and service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action. • Follow Standard help desk procedures • Log all help desk interactions • Administer help desk software • Responding to Queries of Staff in person or through Chat, email or Phone on all company supported applications. • Redirect problem to correct resource • Serve as liaison between Residents and the Staff to resolve issues. • Follow up with Residents and management to ensure complete resolution of issues and document Resolutions for further reference • Prepare Weekly Activity Report about Issues raised by the residents and proper action taken on it by the respective department • Resolve technical problems with Local area networks and Wide area networks. • Identify and escalate situation requiring urgent attention • Track & route problems and requests Preferred candidate profile Good Communication skills .

Role & responsibilities Preferred candidate profile

Key Responsibilities: Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system. Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, and mobile devices. Escalate unresolved issues to appropriate support teams and follow up to ensure resolution. Log all incidents and service requests accurately in the ITSM/ticketing system (e.g., ServiceNow, Jira, BMC Remedy). Provide support for Microsoft Office Suite, Windows OS, VPN, remote access tools, and basic network troubleshooting. Assist with user account management (Active Directory, Exchange, Office 365). Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries Support onboarding and offboarding processes including device setup and access provisioning. Maintain knowledge base articles and documentation for common issues and solutions. Adhere to SLAs and ensure timely resolution of tickets. Configuring iPad/iPhones/Android for the users to enable them check emails and be connected on the go. Basic knowledge of Networking, Virtualization, Outlook, Windows & Mac OS, Web Based and Installable applications Key Responsibilities: Provide 24x7 support for end users via phone, chat, and email , focusing on retail IT operations. Troubleshoot and resolve issues related to Point of Sale (POS) systems, iOS devices , Windows OS , Office 365 , Active Directory , and basic networking . Handle Incidents, Service Requests, Changes, and Problems in accordance with ITIL methodologies . Work in a shift-based rotation (including nights, weekends, and holidays) to support business-critical systems around the clock.

Attend to calls from clients/visitors/residents & forward to concerned person Respond to mail requests/complaints with system update, track & closing calls/compliant loop Downloading & making report on daily basis from the digital helpdesk platform Required Candidate profile Minimum 3-5 years of relevant experience Phone etiquettes Excellent communication skills - English & local language Presentable & well groomed Visitor and customer management skills Proactive approach

We are hiring for Immediate joiners for Help Desk Manager Role. Request to share your profile at Sowmyaj@hexaware.com Location: Mumbai, Pune, Chennai, Noida, Bangalore Experience: 5 - 6+ years Shift: Night Shift Key Responsibilities: Manage and lead a team of remote helpdesk support agents. Oversee the daily operations of the helpdesk, ensuring efficient and effective resolution of customer issues. Develop and implement helpdesk policies, procedures, and best practices. Monitor and analyze helpdesk performance metrics to identify areas for improvement. Provide training, coaching, and mentoring to helpdesk staff. Handle escalated customer issues and ensure timely resolution. Collaborate with other departments to address and resolve technical issues. Maintain up-to-date knowledge of IT operational and security technologies. Prepare and present regular reports on helpdesk performance to senior management. Perform additional duties as assigned by management. EXPERIENCE 5+ years Experience in IT Helpdesk related role or equivalent combination of experience. 3+ years Management or relevant experience (US Based/UK Based Technical Support Process) Experience with Microsoft 365 administration. Experience with supporting Microsoft enterprise environment Proficiency in managing Azure Active Directory (Azure AD). Knowledge of ticketing systems. Proficiency with ITSM software and remote troubleshooting tools. Skill Set Required: Strong technical knowledge and troubleshooting skills. Excellent leadership and team management abilities. Exceptional customer service and communication skills. Ability to work effectively in a remote environment. Strong analytical and problem-solving skills.

Position: IT Help Desk Executive Location: Gurugram 6 Days Working / Work from office Essential Duties and Responsibilities: • 1+ years of IT experience with Help Desk Support. • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. • Respond to queries/tickets on time either in person or over the phone or via tickets. • Write training manuals. • Maintain the daily performance of computer systems. • Respond to email messages for users seeking help. • Ask questions to determine the nature of the problem. • Walk the customer through the problem-solving process. • Install, modify, and repair computer hardware and software. • Run diagnostic programs to resolve problems. • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. • Install computer peripherals for users. • Follow up with customers to ensure issue has been resolved. • Run reports to determine malfunctions that continue to occur. It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

Organization Context Position Title: Associate Manager -Escalations Management Function: CX Location: Gurgugram Reports To: Lead-Priority Help Desk Role Level: CXO-3 A. Job Purpose The Specialist- Escalations Management plays a crucial role in ensuring the end-to-end resolution process for priority passengers and escalations from top leadership. This position is responsible for coordinating with various stakeholders to address customer grievances promptly, thus maintaining and enhancing customer satisfaction and confidence in the brand. B. Key Accountabilities Coordinate with stakeholders: Effective resolution of customer grievances often requires collaboration with stakeholders across the organization, including departments such as customer service, operations, and legal. The associate plays a crucial role in coordinating these efforts to expedite the resolution process and ensure a satisfactory outcome for the customer. Handle escalations from top leadership: The associate must address these escalations promptly, ensuring that issues are resolved to the satisfaction of all parties involved while maintaining the organizations reputation and integrity. Ensure timely and satisfactory resolution: The associate is accountable for ensuring that customer issues are resolved in a timely manner and to the highest possible standard of satisfaction. This involves monitoring the progress of cases, identifying obstacles to resolution, and taking proactive measures to address any issues that may arise, all while prioritizing the customers needs and expectations. Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR. C. Skills Required for the role Strong Interpersonal skills Analytical mindset Strong Problem Solving Abilities Innovative & Creative Strong Team management skills Stakeholder Management skills Customer centricity Strong People skills D. Key Performance Indicators Grievance Resolution Performance Customer Satisfaction Scores (CSAT) for grievance resolution. Resolution time for priority passenger issues and leadership escalations. Reduction in the number of unresolved customer grievances. Stakeholder Feedback and Process Improvement Feedback from stakeholders regarding the effectiveness of grievance resolution processes. E. Key Interfaces Internal Interfaces Cross Function teams Collaborate with cross functional managers to facilitate quick resolution for high profile and escalated customer issues F. Educational and Experience Requirements Minimum Education requirements Bachelors/BBA/BMS degree preferably specialization in communications Experience Minimum Desired 4-6 years of experience in contact center/priority helpdesk management 6+ years of experience in similar role

The appointed official will work in rotational shifts, managing incoming calls and ensuring prompt and efficient resolution of queries. Responsibilities include: Attending customer or internal calls during assigned shift hours Required Candidate profile Generating and assigning token numbers for each case/request Coordinating with the internal teams to ensure timely resolution of issues Tracking the status of each token,updating relevant stakeholders Perks and benefits to be disclosed post interview

Hiring for US based Multinational Company (MNC) We are looking for a skilled and customer-focused Service Desk Engineer to join our IT support team. The successful candidate will provide first and second-line technical support to internal users and external clients, ensuring timely resolution of IT issues and excellent customer service. Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system. Diagnose and resolve hardware, software, and network-related issues on desktops, laptops, mobile devices, and other IT systems. Escalate complex issues to appropriate teams or vendors as necessary, following escalation procedures. Monitor and respond to service desk tickets within agreed SLAs. Install, configure, and maintain IT hardware and software, including operating systems and business applications. Create and update documentation, user guides, and FAQs to assist users and improve knowledge sharing. Set up new user accounts, email configurations, and access permissions in line with security policies. Participate in IT projects, deployments, and upgrades as needed. Maintain asset inventory and ensure accurate record-keeping of hardware and software licenses. Provide excellent customer service and follow up with users to ensure complete issue resolution. Proficiency in Windows and macOS operating systems. Working knowledge of Office 365, Active Directory, and remote desktop tools. Familiarity with basic networking concepts (TCP/IP, DNS, DHCP). Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk, Freshservice).

Key Responsibilities: Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system. Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, and mobile devices. Escalate unresolved issues to appropriate support teams and follow up to ensure resolution. Log all incidents and service requests accurately in the ITSM/ticketing system (e.g., ServiceNow, Jira, BMC Remedy). Provide support for Microsoft Office Suite, Windows OS, VPN, remote access tools, and basic network troubleshooting. Assist with user account management (Active Directory, Exchange, Office 365). Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries Support onboarding and offboarding processes including device setup and access provisioning. Maintain knowledge base articles and documentation for common issues and solutions. Adhere to SLAs and ensure timely resolution of tickets. Configuring iPad/iPhones/Android for the users to enable them check emails and be connected on the go. Basic knowledge of Networking, Virtualization, Outlook, Windows & Mac OS, Web Based and Installable applications Key Responsibilities: Provide 24x7 support for end users via phone, chat, and email , focusing on retail IT operations. Troubleshoot and resolve issues related to Point of Sale (POS) systems, iOS devices , Windows OS , Office 365 , Active Directory , and basic networking . Handle Incidents, Service Requests, Changes, and Problems in accordance with ITIL methodologies . Work in a shift-based rotation (including nights, weekends, and holidays) to support business-critical systems around the clock.

Soft Services Executive Department: Facility Management Services Overview: The Soft Services Executive plays a crucial role in ensuring seamless delivery of all facility soft services including reception, helpdesk, housekeeping, and cafeteria operations. This position requires an experienced professional who can provide hands-on leadership, maintain high service standards, coordinate with multiple vendors, and ensure exceptional customer experience across all service touchpoints. DUTIES & RESPONSIBILITIES: Helpdesk Management Be accessible for escalation of all FM related issues Oversee the Helpdesk work process Provide management advice to Helpdesk operators for escalated issues Ensure planning and execution of all preparation required for Conferences/meetings of the client as well as VIP visits scheduled during the shift Reception & Front Office Management Oversee the Reception and Front Office function Ensure visitors are promptly attended by the Front Office Executives (FOE) Take rounds of the front office and lobby to ensure high standards of housekeeping and upkeep are maintained Monitor front desk staff performance and provide coaching as needed Housekeeping Services Oversight Overall service delivery assessment of HK vendor Coordination meetings with vendor for resolution of service issues Evaluate vendor performance Ensure that vendor manpower reports at site as per agreed terms and conditions Undertake audit of the attendance and check their grooming Conduct regular quality inspections of cleaning standards Cafeteria Services Management Ensure that the caterers are maintaining highest standards of hygiene in the services area Ensure that the quality and quantity of the food supplies are meeting the requirements When the food supplies run out, escalate the matter to the caterers' management immediately and make swift alternate arrangements In food shortage scenarios, communicate with the users and provide alternate solutions and appease them General Operational Responsibilities Overall coordination with all service providing vendors Take rounds of the facility regularly to identify issues in Housekeeping, Maintenance, Cafeteria etc. and initiate immediate rectification actions Prepare weekly shift rosters for Helpdesk, Front Desk and Mailroom and communicate in advance to the staff and transport division Implement continuous improvement initiatives across all soft services Ensure adherence to health and safety standards across all service areas Manage and resolve customer complaints promptly and effectively Qualifications: Bachelor's degree in Facility Management, Hospitality Management, or related field 5+ years of experience in soft services management within corporate environments Strong knowledge of service quality management and customer experience principles Proven experience in vendor management and performance evaluation Excellent problem-solving abilities with strong attention to detail Superior communication and interpersonal skills Experience with facility management systems and service request platforms Ability to work in shifts as required to oversee operations Professional certifications in facility management or hospitality management preferred Skills & Competencies: Strong leadership and team management capabilities Excellent customer service orientation Ability to prioritize and manage multiple tasks simultaneously Proactive approach to problem identification and resolution Strong negotiation and vendor management skills Ability to work under pressure and handle escalations effectively Detail-oriented with focus on service quality and standards Proficient in Microsoft Office and facility management software This position reports to the Facility Manager and works closely with clients, vendors, and the operations team to ensure exceptional soft services delivery across the facility.

Genpact is a global professional services and solutions firm with a workforce of over 125,000 individuals in more than 30 countries. Fueled by curiosity, agility, and a commitment to creating lasting value for clients, we are dedicated to improving the world for people. We cater to leading enterprises, including the Fortune Global 500, leveraging our expertise in business, industry knowledge, digital operations services, and proficiency in data, technology, and AI. We are currently seeking applications for the position of Assistant Manager, HRO. In this role, your responsibilities will include: - Executing day-to-day tasks in HR operations and managing helpdesk calls - Overseeing international transfers, temp conversions, and internal transfers - Handling changes in employees" personal information such as citizenship, marital status, preferred name, legal name, educational qualifications, etc. - Managing organizational changes for employees, such as manager change, position change, job title change, shift change, cost code/center modifications, etc. - Assisting managers in initiating transactions throughout the employee life cycle - Collaborating with the staffing team to address any new hire discrepancies - Processing terminations for various categories of employees, including RFT, interns, temp, consultants, and contractors Qualifications we are looking for in a candidate include: Minimum Qualifications: - Any Graduate - Strong soft skills to manage sensitive employee grievances or relations - Excellent verbal, written, presentation, and interpersonal skills in English Preferred Qualifications: - PGDBM HR qualification would be advantageous - Relevant experience in the US HRO domain is desirable If you are interested in joining us as an Assistant Manager, HRO, the primary location for this position is in India-Noida. This is a full-time role requiring a Bachelor's degree or equivalent qualification. The job posting date is Apr 30, 2025, and the unposting date is Oct 27, 2025. Join us in shaping the future and making a difference in the professional services industry!,

Responsibilities: Welcome and assist visitors at the mall help desk Handle customer inquiries regarding stores, events, parking, and facilities Assist in handling lost & found items Coordinate with the mall operations and housekeeping teams

Manage all FM related requirements for the location to the end user satisfaction levels and maintain JLL standards on deliverables. Provide all administrative support to the Facilities Management team Responsibilities Be accessible for escalation of all FM related issues for the facility Oversee the Helpdesk work process Ensuring an adequate supply of consumables/materials and service for the proper operation of services and enter into supply and service contracts as approved by the client Maintain appropriate stock levels of all consumables to ensure smooth operations & escalate in time to achieve availability of stocks. Vendor invoices processing aligned with BA Continuum Solutions finance process. Statutory compliance check of all vendor invoices. Routinely Inspect all services to ensure performance measures are being maintained Effectively manage ECRES to ensure an on time deliverable system Set stretch targets for self to achieve maximum team performance Contribute to the Weekly FM Meeting Minutes Contribute to the Monthly Management Report to client and other reports as required Participate in Emergency Evacuation procedures including crisis management and business continuity. Manage all Health and Safety issues and actively participate in Health and Safety reviews Ensure immediate response to Priority Calls Evaluates records to forecast department personnel requirements Take rounds of the front office and lobby to ensure high standards of housekeeping and upkeep Inspect the turn out and attendance of the staff and sign the shift register Oversee the Housekeeping Services during the shift Muster all the housekeeping staff during the day before deployment and communicate the priorities of the day Inspect the turn out and attendance of the staff and sign the shift register Meet the housekeeping in charge during the shift to discuss and communicate priorities for the shift and address complaints Keep stock of all consumables Ensure orders are dispatched in time and follow up with the stores to ensure timely supply Adhere to the Client procurement procedures Generate Monthly Management Reports in the agreed format to the FM Take rounds of the facility regularly to identify issues in Housekeeping/security and Cafeteria etc. and initiate immediate rectification actions Manage the FM vendors for the facility assigned and take appropriate actions for issues in consultation with the FM Be responsible for adherence of all FM procedures for the facility assigned Performs additional job duties as requested Property Operations Ownership of the day-to-day administration, including reports generation of the stocks tracker. Provide assistance to the FM and AFM in managing all administrative functions, security issues and facility services and any other administrative functions as deemed by BA Continuum Solution Developing and implementing procedures and performance measures to ensure simplification and accuracy of work methods and reliability of FM Ensuring an adequate supply of consumables/materials and service for the proper operation of services and enter into supply and service contracts as approved by the client Maintain appropriate stock levels of all consumables to ensure smooth operations & escalate in time to achieve availability of stocks. Vendor invoices processing aligned with BA Continuum Solutions finance process. Statutory compliance check of all vendor invoices. Routinely Inspect all services to ensure performance measures are being maintained Contribute to the Weekly FM Meeting Minutes Contribute to the Monthly Management Report and other reports as required Participate in Emergency Evacuation procedures including crisis management and business continuity. Manage all Health and Safety issues and actively participate in Health and Safety reviews To ensure timely and accurate completion of FM reports pertaining to soft services

Role & responsibilities Service Request Management: Log, prioritize, and assign service requests related to IT systems, facilities, and commercial operations, ensuring adherence to SLAs. ncident Resolution: Provide first-level support for hardware, software, and facilities-related issues, troubleshooting problems and escalating complex cases to appropriate teams. Customer Communication: Maintain clear and professional communication with users via phone, email, or chat, ensuring they are informed about the status of their requests. Documentation: Maintain accurate records of all interactions, including service requests, resolutions, and feedback, using helpdesk software. Reporting: Generate and analyze reports on service request trends, response times, and user satisfaction to identify areas for improvement. Training & Support: Assist in onboarding new employees by providing orientation on IT systems and facilities usage.

Role Overview The Helpdesk Operator plays a critical role in the Facilities Management operations at Mannai Energy, acting as the central communication point between clients, technicians, and internal teams. The role involves managing the CAFM system, tracking service requests, ensuring SLA compliance, and generating accurate, actionable reports. This position requires strong organizational skills, technical understanding, and the ability to handle multiple contracts with varying KPI frameworks. Key Responsibilities Manage and operate the CAFM/Helpdesk system to log, track, and close service requests and incidents. Act as the single point of contact for all service-related communication at the site. Monitor service performance against defined KPIs and SLAs for multiple client contracts. Coordinate with site technicians and clients , providing remote support via email, calls, or messaging. In case of network or connectivity issues at the site , take ownership to update the CAFM system on behalf of the site team , ensuring no data loss or delay in service records. Interpret and apply contract-specific KPI matrices ,ensuring compliance and timely escalation of breaches. Maintain full awareness of the contract obligations , including cost recovery items, exclusions, and performance targets. Coordinate with both clients and field technicians to ensure smooth communication and effective issue resolution. Verify that job cards are accurately filled, including technician details, actions taken, spares/consumables used , and remarks. Identify and flag chargeable vs. non-chargeable works in line with contract terms and ensure proper documentation. Generate scheduled and ad-hoc reports from the CAFM system, and customize them as required for management reviews and client meetings. Track repeated faults, SLA trends, and other insights to support continuous improvement and operational efficiency. Conduct follow-ups to confirm job closures and client satisfaction. Support onboarding of new contracts in the system, including setting up workflows and report templates. Generate daily, weekly, and monthly reports , customized to meet site-level and management requirements. Participate in governance calls and support root cause analysis of recurring service issues. Collect and log customer feedback post service request closure, either through direct calls, system prompts, or feedback forms. Qualifications & Skills Diploma or Degree in Engineering, Facilities Management, IT, or related field. 24 years of experience in a helpdesk or CAFM-related role within the FM or building services industry. Strong knowledge of CAFM platforms (e.g., Facilio, FSI, IBM Maximo, etc.). Understanding of KPI/SLA frameworks , service level agreements, and contract-based performance tracking. Familiarity with preventive and corrective maintenance processes . Ability to coordinate with technical teams, vendors, and clients professionally. Proficient in MS Excel, Word, and reporting tools. Strong communication, problem-solving, and multitasking abilities.

Role: Service desk Manager Designation: Service desk Operations Manager Location: Pune Years of experience: 1 year of experience as a Manager Entity :- Daksh Number of Position:- 1 Client Name (Pesudo):- Laptop technical process Job Location:- Pune Process Domestic or International :- Pan India (domestic) Notice Period :- Immediate joiner preferred CTC :- Max up to 14.5 lpa Shift Timings :- Day shift Working Days :- 6 days , 1 week off Transport Availability :- N/A Education :- Graduate mandatory *Role and Key Responsibilities:* The Service Desk Manager is responsible for overseeing the daily operations of the service desk team to ensure the timely and effective resolution of technical issues and support requests. This role involves managing the team, improving processes, and ensuring high levels of customer satisfaction through excellent service. The Service Desk Manager will also play a critical role in defining and implementing best practices, optimizing ticket management systems, and collaborating with other departments to ensure IT service delivery aligns with the overall business objectives.Service Desk Operations: Oversee and manage daily operations of the service desk, ensuring efficient handling of all support requests. Monitor key performance indicators (KPIs) to ensure timely resolution of incidents and service requests. Ensure proper escalation procedures are followed for critical issues. Manage service desk ticketing systems and workflows for improved efficiency. Team Management: Lead and mentor a team of service desk professionals, providing guidance, coaching, and performance evaluations. Set clear goals and performance standards for team members, encouraging continuous improvement. Ensure the team is adequately trained in technical skills, service desk tools, and customer service techniques. Coordinate staff schedules to provide adequate coverage during business hours. Customer Satisfaction: Adopt a customer-centric culture within the service desk team, ensuring a high level of customer satisfaction. Analyse customer feedback and service reports to identify areas for improvement. Act as an escalation point for complex or unresolved issues, maintaining a professional relationship with key stakeholders. Process Improvement: Review and improve service desk processes to align with ITIL or other service management frameworks. Develop and maintain documentation for service desk procedures, ensuring they are regularly updated. Collaborate with IT and business teams to develop service level agreements (SLAs) and ensure compliance. Implement and manage tools for monitoring service desk performance and identifying trends in issue resolution. Reporting and Analysis: Prepare and present regular reports on service desk performance, trends, and areas for improvement. Provide recommendations for optimizing service delivery and operational efficiency based on data analysis. Track and analyse support tickets to identify recurring issues and implement preventative solutions. *Key skills and knowledge:* Leadership and team management Customer-focused mindset Strong technical knowledge Analytical and reporting skills Communication and interpersonal skills Process improvement and change management *Education:* Bachelors degree in information technology, Computer Science, or a related field (or equivalent experience). 7+ years of experience in a service desk or IT support role, with at least 3+ years in a supervisory or managerial position. Proven experience managing a customer-facing service desk or IT support team. Strong understanding of IT service management (ITSM) frameworks such as ITIL. Excellent problem-solving and decision-making abilities. Strong leadership, communication, and team management skills. Familiarity with service desk tools and ticketing systems (e.g., ServiceNow, Jira, Zendesk). Ability to work in a fast-paced environment and manage multiple priorities. Stay up to date with emerging technologies and industry trends to continuously improve service desk functions. *Preferred Qualifications:* ITIL Foundation and other relevant certifications. Proficient in utilizing ticketing tools such as Service Now for efficient incident management, service request handling, and workflow optimization Experience with cloud-based solutions, enterprise software, and network management. Strong knowledge of the MS Office Suite and expertise in creating reports following best practices for effective presentation. Experience in change management and continuous improvement initiatives

Below is the Job Description Requirements: Descent Communications Skills (Verbal and Written) Responsibilities: 1. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues or network concerns. 2. Diagnose, Prioritize, Troubleshoot and Resolve IT incidents reported by the users via Telephone, Chat, Email or Walk-Ins. Who is Eligible : Any Graduate/Post-Graduate(Full time) Who is Not Eligible : Under Graduate / Distance Learning Graduate / Yet to appear final year exam / Already attended the Interview for this position in last 6 Months. Please share your updated profile to process further. Please feel free to reach me directly on my official email : Sachin.Narayankar@wipro.com

Installation, configuration, and troubleshooting of computer hardware (desktops, laptops, workstations, servers, etc.).Support the setup VPN.PMactivities to ensure smooth ,IT L1 and L2 support operations.login issues, password resets