Description and Requirements
- Education: Bachelor's degree or equivalent is preferred.
- Experience: 6-10 years working experience 3 -5 Years customer services.
- Monitoring and managing desktop support, Managed services desk, IT Servicesdesk, and VIP support functions to ensure optimal service
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
- Developing a deep understanding of projects to gain insights into the scope of service delivery
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
- Providing accurate and regular reports to the management on performance of the service delivery
- Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
- Supervising desktop management teams to facilitate continual improvements in the desktop environment
- Collaborating with technical design teams to set standards for software, hardware, and security
- Making sure that anti-virus updates and patches are applied effectively and promptly
- Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles
- Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems
- Educating departmental staff on the effective use of conference room technology
- Working on escalations from the customers supporting teams, as well as specific cases identified by the Premier Technical Support Team and Technical Account Managers
- Coordinates with on-site facilities and technical contacts regarding readiness and delivery issues
- Invoicing the customer and vendor for services delivered
- Develop knowledge of Lenovo product range and internal processes, identify tools and automation opportunities to improve productivity
- Ensure customer satisfaction at all times
- Processing Orders for New devices, re-deploying devices
- Prepare documentation to record and track SLA performance and other reporting requirements
- Provides technical feedback on process issues to improve overall service delivery
- Proficiency in leading both physical and virtual teams
- Experience in dealing with third-party-provided services
- Operational ability in a diverse, large-scale environment
- Exceptional customer-facing skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Mastery of ITIL (Information Technology Infrastructure Library) principles
- Expertise in people management and leadership
- Strong organizational skills
- Capacity to train and guide junior team members
- Ability to manage and prioritize tasks efficiently
- Strong in people & process management, process-driven and result oriented.
- Responsible to drive, meet and exceed the agreed KPIs with customers, publishing dashboards, analytics, reducing process gaps, process re-engineering and process quality
- Drive Ops excellence, focus on BMS, Cost/CX/KPI improvement
- Support local initiatives to drive performance improvement
- Provide quality response to all requests from India / AP Service management.
