Program Lead (Domestic Staffing) TekWissen

3.0 - 5.0 years

5 - 8 Lacs

Visakhapatnam

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Role: Program Lead (Domestic Staffing) Location: Visakhapatnam, India Shift timings: 9:30 AM to 6:30 PM Job Description: Candidate must have 8+ years of experience in to Domestic staffing with 3 years of lead experience. Strong experience into IT requirements. Act as a primary contact for the offshore recruitment team and ensure that all the requirements are fulfilled. Take responsibility and ownership for the complete delivery. Responsible for submitting qualified candidate to the client portal-VMS/MSP. Attend spotlight calls and share the MOM with the group without fail. Any rejection of resume on VMS/client should be reviewed and discuss the reasons with the team. Ensuring quality submission on every requirement or declining requirements where we know we cannot submit candidate with in SLA Clear understanding of requirements and build pipelines for future sourcing. Participate at TekWissen at Quarterly Business Reviews with the client i.e. score card meetings. Manage the ATS portal content for all the active head count with Start date, work location, Pay rate, bill rate, BCG requirements etc. VMS data and ATS data should match. Develop sourcing and screening strategies for core skillsets as per the client needs.

Posted 1 month ago

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Helpdesk Coordinator Soffit Infrastructure Services

1.0 - 3.0 years

2 - 3 Lacs

Kochi

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Job Summary: The Service Desk Coordinator is responsible for overseeing and coordinating the day-to-day activities of the IT service desk or help desk team. They play a key role in ensuring that customer issues and technical support requests are addressed promptly and efficiently. Main Responsibilities: Team Supervision: Manage a team of service desk technicians or support staff. Provide guidance, coaching, and training to team members. Monitor team performance and ensure adherence to service level agreements (SLAs). Ticket Management: Receive, prioritize, and assign service requests and incidents to appropriate team members. Ensure accurate and timely documentation of all tickets. Monitor ticket queues to ensure timely resolution and escalation as needed. Customer Support: Act as the point of contact for customers and end-users seeking technical assistance. Respond to customer inquiries and resolve technical issues promptly. Maintain a high level of customer satisfaction through effective communication and problem-solving. Process Improvement: Identify opportunities to improve service desk processes and workflows. Implement best practices to enhance efficiency and customer service. Document and update standard operating procedures (SOPs). Technical Knowledge: Stay up-to-date with IT industry trends and technologies. Provide technical guidance and expertise to team members when needed. Assist with complex technical issues and escalations. Reporting and Metrics: Generate reports on service desk performance, including ticket volumes, response times, and resolution rates. Analyze data to identify trends and areas for improvement. Prepare regular reports for management. Vendor and Asset Management: Manage relationships with IT vendors and service providers. Assist in procurement and asset management activities as necessary. Security and Compliance: Ensure compliance with security policies and procedures. Assist in incident response and security-related tasks as required. General Responsibilities: Maintain and update configuration documents. Maintain assets and software licenses/subscriptions. Vendor coordination and support. Skills: Handling any service desk ticketing tool. Ticket registration via Phone and email Logging and categorization of tickets Assign the engineers. Prepare and submit monthly reports. Maintain SLAs and do timely escalations. Proficient in Microsoft Office (Excel, Word) Ability to speak and write clearly and accurately in English. 1+ years of total experience Manage Engine service desk application (Optional) Proficient in Microsoft Office (Excel, Word) Familiarity with the ITIL (Information Technology Infrastructure Library) framework is a plus.

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