Manager - Help Desk

Profile

- Experience in handling service delivery in a SAP environment

- Exp in Helpdesk, ALM and Usage Analysis

- Exposure to Shared Services and Global environment

- Exp in ERP and reporting applications

- ITIL certified

- Experience in handling service delivery in a SAP environment and overall 10-12 yrs

- Managing multiple partners

- Exposure to Shared Services and Global environment

- BE/BTech preferably with background of ERP and reporting applications

Key Accountabilities

Helpdesks

- Oversee Solutions repository and ensure top quality solutions are available to the Business

- Develop SLAs set expectations and measure performance.

- Develop an effective and workable framework for managing and improving customer support in the organization

- Escalation Management

- Organize periodic reviews and provide data for reporting on weekly/monthly basis

- Review survey feedback to improve services, tools and support experience

ALM and Usage Analysis

Training

Please share your CVs at banashree.deka@peoplestrong.com