Manager - Customer Service Delivery/Customer Help Desk Support - Big4

Manager - Customer Service Delivery / Customer Help Desk Support- Leading Management Consulting Firm

We have an urgent requirement for one of the BIG 4 Firm :

Job Location : Bangalore

Experience : 7 to 12 Yrs

The Individual :

- Graduate/Post Graduate from a recognized university

- 8-plus years work experience in a customer service department

- Experience working with managing service desks at global firms catering to international clients

- Prior experience of managing customer service teams of 10+ customer service staff

Job description :

Role & Responsibilities :

- Oversees 100% of the requests/tickets, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents.

- Continuously monitors ticket management system and follows up with assigned personnel to ensure timely resolution of tickets

- Determine root cause of issues such as dropped tickets or miscommunication from service staff and communicates appropriately to internal and external customers/reporters

- Drives ticket resolution in a professional manner by ensuring accurate communication of pertinent information to reporters

- Invokes ticket escalation procedures as and when necessary

- Responsible for assuring users are provided efficient and timely first and second level support

- Performs staff scheduling to ensure Help Desk coverage during agreed business hours coverage and on-call support as required

- Customer support encompasses questions/assistance with system/user access, reset/unlock passwords, access/procedural questions, application workflow, connectivity/performance issues, account verification, training information, and support escalation/referral

- Provide data and reporting of KPIs and trends in ad-hoc, weekly, monthly and as needed

- 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

- Will drive Ticket deep dive and develop strategies for improvement

- Develop and mature ticket escalation processes to ensure free flowing escalation and information within the organization

- Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found

- Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through

- Coordinates training requirements of Help Desk personnel

- Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities

- Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other stakeholders/business units

- Remains on-call during off-peak hours to respond to support escalations of tickets/service issues

Amar Malhotra