Service Desk Manager – Application Support

About the Client :

ARA’s client TechGlobal (pseudonym) is a global leader in strategy, technology consulting and digital services, enabling clients in more than 100+ countries to implement cutting edge solutions in their transformation journey. TechGlobal helps businesses become digital-first and digital-ready. The company has a global presence with 600000+ employees (200000+ in India). India is a focus for them with their Development Centres presence in over 10 locations across Tier 1 and Tier 2 cities. They are recognised for their people first and employee-oriented policies. Along with offering hybrid work options, a Pan India presence gives flexible location options to employees.

Role Summary :

As an Application Tech Support Practitioner, you will serve as the vital link between clients and the systems or applications they utilize. Your day will involve engaging with clients to understand their needs, addressing their concerns with precision, and ensuring that our systems operate seamlessly. You will leverage your exceptional communication skills to provide high-quality support, ensuring that client issues are accurately defined and resolved through your extensive product knowledge. Your role is crucial in maintaining the integrity and performance of our world-class systems, contributing to overall client satisfaction and operational excellence.

Key Responsibilities :

Expected to be an SME.

Collaborate and manage the team to perform.

Responsible for team decisions.

Engage with multiple teams and contribute on key decisions.

Expected to provide solutions to problems that apply across multiple teams.

Facilitate training sessions for team members to enhance their skills and knowledge.

Monitor team performance and provide constructive feedback to ensure continuous improvement.

Skills Required :

Must To Have Skills : Proficiency in Service Desk Management.

Strong understanding of incident management processes and best practices.

Experience with ticketing systems and service management tools.

Ability to analyze and resolve technical issues efficiently.

Excellent communication and interpersonal skills to interact with clients and team members.

Qualifications & Experience :

The candidate should have minimum 12 years of experience.

Any graduate.