AM / Manager, IT Helpdesk (technical) - 1 Opening(s) at Goods and Services Tax Network,Pune (Pune Job)
(Not Shown) (Please mention IndiaDynamics.com when contacting)
Job Description:Role: AM / Manager, IT Helpdesk (Technical) Reporting to: VP - Customer Service Function: Customer Service Grade: G8/G7 Age Criteria: Maximum age 33 years Experience: 5 9 Years Role Description The Assistant Manager / Manager Technical Helpdesk will manage the multi- seater Technical Helpdesk of the GST System. The GST is a PAN India program to be accessed by over 80 Lacs Taxpayers and 66,000 Tax officials. The technical helpdesk of the GST system shall be responsible for logging and resolving technical issues of Tax Officials of the States/UTs. The role shall lead operations of the multi-shifts Technical Helpdesk on IT services and application services being provided through GST System portal by GSTN and its service provider / partners. He will be responsible for ensuring adherence to organisations policies and laid down practises, standards, procedures. Job Description 1.The role shall lead operations of the multi-shifts Technical Helpdesk on IT services and application services being provided through GST System portal by GSTN and its service provider / partners. 2.The person should be able to closely coordinate with the Technical helpdesk service provider and monitor its operations. The role shall continuously assess efficiency of the helpdesk operations, efficiency improvement, utilization, SLAs etc. 3.Should have at Min. 6 years experience in the areas of Technical Helpdesks for large helpdesk centres. Of this, at least 2 years should be in supervisory role / team leader role. 4.Should be able to oversee a team of technicians, analysts and specialists while providing high-level tech support to the users 5.Responsible for random quality audits pertaining accuracy and quality of service provided by the helpdesk / SP. 6.Should manage and supervise all tickets/calls e.g. Incident, change, problem and ensure end to end closure based on ITIL concepts. 7.Should be able to supervise and monitor shift schedules of the teams for 24X7 helpdesk operations 8.Should have strong customer service skills 9.Should have good understanding of ITIL and ISO 27001 practices. 10.Should have strong written and verbal communication skills 11.Should be able to prepare, read, comprehend and analyse a variety of complex forms, reports. 12.Should be able to apply principles of logical or scientific thinking to define problems, collect data, establish facts and draw valid conclusions. 13. Should be able to perform under stress, deal with persons acting under stress and adapt when confronted with emergency situations. 14.Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department 15.Should have a good understanding of SLA management and should be able to enforce SLAs from service providers. 16.Manage all members of the IT Helpdesk team of GSTN as well as the MSP. 17.Identify the improvement areas of helpdesk agents to conduct trainings as per the requirement. 18.Should be proficient in MS Excel, PPT and other attributes of MIS with an analytical approach of representing data for stakeholders. Key Attributes & Skills: 1.B.E, B.Sc. B.Com, B.Tech in IT Computer Science, Electronics. MCA, MBA IT, M.Sc. IT or equivalent degree 2.Should have min. 6 Years of relevant experience out of which min 2 years in managing Technical Helpdesk of at least 20 seats in supervisory role / Team leader role. 3.Should have sound understanding of Technical call center business, CRM technologies, operations, SLA, cost & performance efficiency measurements, optimization etc. 4.Preferred: Certifications Relevant to Technical Helpdesk e.g. ITIL etc. 5.Good communication and negotiation skills to handle vendors / partners. 6.Analytical approach to resolve / troubleshoot issues pertaining to technical queries for helpdesk. 7.Should have can do attitude in taking up initiatives for improvements at the helpdesk level.