Operations Manager

Role & responsibilities

Co -Ordination/Help desk/Customer support/ Incident management/Operations Management/ with good knowledge in Service desk operation platform.

Call Logging and First Level Support being the first point of contact to the end users for any service calls.

Call/Mail to respective team members for checking the updates of the calls.

Ensuring customer getting the proper update on their complaints.

Timely escalation to management for unresolved calls.

AMC maintenance & report generation, monitoring the KPI till SLA met.

Allocate tasks to the engineers/ Partners and follow them for its closure.

Following the Engineers through calls and E - Mails and Assigning / allocation of Service Calls, Installation Calls.

Provided Tier 1 support to all Help Desk clients. Answered and resolved level 1 support issues as well as being the lead on all escalated level 2 and level 3 support calls.

Follow up with Coordinator for Escalation calls, involved on it to get it resolved, Monitor Engineers and Coordinator Productivity daily and monthly Basis

Create and send the work reports periodically to the management, Updating of MIS on daily basis and Compiling daily Service report Maintained daily and monthly statistical reports.

Coordinate for installation of desktop & printers with installation team for new branches openings/ Shifting Activity. Quotation sharing to user for replacement spares /parts. Finding out daily issues in the process and raising it to the support/development team. Daily reports generated & share to Management

Preferred candidate profile