Assistant Manager
Assistant Manager
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Job Description
We are looking for a level 2 Help Desk Analyst.
The analyst will be responsible for driving helpdesk metrics (FCR MTTR CSAT etc)
Should act as a POC for escalation calls
Responsibilities
Monitor performance and report on metrics
Oversee day-to-day operation ensure SLA is met.
Motivate and inspire team members fostering a sense of collaboration and accountability.
Manage Help Desk SOPS and address training needs in the team
Clear concise communication - should have 3 years of voice experience and 1 year in a supervisor role
Ability to work under pressure and manage multiple tasks simultaneously.
Requirements and skills
Willingness to work in a 24 x 7 shift based scenario
Ticket logging for all the issues and requests received
In-depth knowledge of performance metrics
Good troubleshooting skills
Excellent communication and leadership skills
Organizational and time-management skills
Required Experience:
Manager
Employment Type
Full-Time
