Posted:4 hours ago|
Platform:
Work from Office
Full Time
• 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.
Qualification
• MBA • At least 10+ Years of experience of handling helpdesk team • Should have managed Helpdesk Centre (with more than 50 seats) for at least 2 years • Experience of imparting training and supporting help desk representatives
Interested candidates can share their resume @ vijay.shree@ltimindtree.com
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