Job
Description
As a Service Desk Manager at our organization, your primary responsibility will be to oversee the help desk support operations to ensure timely and effective resolution of end user problems. By enabling users to access necessary information and utilize technology resources efficiently, you will play a crucial role in enhancing productivity at ServiceDesk. Your duties will include improving efficiency at the ServiceDesk by focusing on reducing incidents, implementing self-heal and self-help techniques to minimize call flow, and communicating effectively with customers and stakeholders to address support needs and technology requirements. Training and guiding support specialists on the help desk problem-management process will be essential for ensuring quick and accurate responses to end user requests while maintaining a customer-focused approach. You will be responsible for establishing and monitoring service level targets, measuring performance against benchmarks, and ensuring compliance with patch, antivirus, and security standards across the region. Tracking and analyzing support calls and information requests will help identify areas for improvement and develop strategies to enhance end-user capacity and reliance on support personnel. Maintaining comprehensive documentation, including operations guidelines, inventory checklists, deployment guides, and training materials, will be vital for effective operations. You will also be required to measure and report unit performance through metrics, provide regular helpdesk performance reports to leadership, manage inventory and maintenance of end user technology assets, and facilitate equipment and software purchases. Additionally, you will engage in ongoing research of emerging trends and new technologies to support the corporation's strategic implementation of technology, participate in information management projects, offer technical support for offsite events, and undertake special projects as assigned. Your role will involve close collaboration with staff and management from other units, interactions with network administrators, server administrators, and vendors, as well as participation in planning and decision-making discussions related to information management projects. Mandatory Skills: Technology (Alight IT) Experience: 8-10 Years If you are inspired by reinvention, constant evolution, and the empowerment to design your own career path, Wipro is the place for you. Join us in building a modern Wipro and realizing your ambitions in a business powered by purpose. Applications from individuals with disabilities are warmly welcomed.,
