Organization RR Donnelley Global Outsourcing
Description/Profile Helpdesk Management 1. Manage resource allocation to optimize output and meet business requirements 2. Ensure seamless routine maintenance of software and hardware 3. Work on providing quick resolution to all calls 4. Implement a proper escalation matrix to ensure timely escalations as required 5. Ensure all calls resolved are logged on the tracking system 6. Develop and maintain a continuous improvement plan for the helpdesk 7. Oversee tracking and prioritization of requests logged and turn around time for resolutions provided 8. Manage the overall technology helpdesk and its activities to provide the best service to internal clients 9. Manage performance against expectations for helpdesk team · Team Management 1. Lead the helpdesk team 2. Develop strong inter-personal relationships with the team 3. Mentor team members 4. Develop an environment that provides motivation and development opportunities for the team 5. Introduce initiatives for team development 6. Support and develop direct reports in their work 7. Recognize and reward performance and ensure welfare measures are carried out 8. Management Information Systems 9. Communicate frequently with management to provide feedback, risk analysis, issue and solutions status, and requirements that may impact strategic direction 10. Generate and maintain reports on the calls attended by the IT helpdesk staff
Contact Email ksbalaji@officetiger.com
Other Info Location: Technopark -Trivandrum.
Qualifications & Experience: Bachelor degree in any science stream or DCA, MCA, BE, B.Tech, M.Tech, MS, MCSE, CCNA are preferred. A very good knowledge of windows platform, networking concepts and desktop management. Minimum 6 to 8 years of experience in troubleshooting issues related to networking, servers and operating systems, of which a minimum of 3 years in supervisory role. Excellent People Management Skills and Conflict Management and Ability to work flexible schedule during day, night and weekend shifts Interested candidates should send their profiles along with the following information. Current CTC, Expected CTC, Notice Period, Current designation, Team Size & Handling Experience, Achievements, Reason for change, Willing to work in shifts. Willing to relocate to Trivandrum.
Last Date 4/16/2010
