Helpdesk Analyst

Location

Gurgaon | India

Job description

JD for EUS Team Leader:

• Manage Team of Technical Support L1/L2 Desktop and N/W support Resources.
• Create and Execute SLA for responses
• Benchmark and Achieve Customer Satisfaction
• Conduct Training on regular basis to keep team up-to-date with newer technology and issues.
• Responsible for handling the Technical Support queries of the existing customers.
• Assisting prospects in evaluation of the software as and when required.
• Managing and handling closed accounts for efficient customer retention.
• Oversee the day-to-day operations of the Technical Support Team
• Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions
• Act as a mentor and provide oversight, coaching, and training to technical support staff
• Be the point of contact when it comes to technical escalations
• Provide support where needed for both internal and external customers.
• Clearly communicate escalated issues to project manager and client as needed
• Manage and report on all incoming technical support inquiries
• Assist in the creation of the team KPIs as well as monitor and report on results
• Be actively involved with the operational delivery and UAT if required for new product and feature releases
• Monitor team performance and report on metrics
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Work to create any relevant support material for the team
• Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
• Implement any necessary preventive measures to reduce customer faults and issues
• Review all technical support related processes and documentation for continuous improvement
• Assist in the creation and implementation of customer self-service material and tools
• Excellent communicator, both oral and written
• Strong problem solving and communication skills
• Love being the first line of support and troubleshooting issues
• Strong analytical skills to investigate and resolve customer support tickets
• Able to multi-task efficiently under time pressure
• Able to work with cutting edge technology and assimilate information rapidly
• Previous experience in managing customer focused teams
• Proven experience in managing a service and support focused team culture
• Associates or bachelor’s degree in information technology

Job tags

Salary