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Helpdesk Manager
ConfidentialNoida9 days ago
Job descriptionOversee and mentor helpdesk staff, ensuring they have the necessary training and resources to effectively support PAN 2.0 Applicant / Individuals. Ensure the delivery of high-quality technical / functional and operational support services to PAN 2.0 Applicant / Individuals Assist in Development and implementation of efficient helpdesk SOP / processes and workflows to improve response times and service quality. Regularly review and update support procedures to align with best practices and evolving business needs. Track helpdesk metrics and performance indicators to assess the effectiveness of support operations. review helpdesk reports and provide insights to ITD for strategic decision-making and continuous improvement. Provide troubleshooting assistance to the PAN 2.0 helpdesk support staff to promptly resolve issues reported by PAN 2.0 Applicant / Individuals Logging and tracking incidents, maintaining accurate records, and escalating complex problems to appropriate helpdesk support personnel as needed. Assisting in the deployment and configuration of software updates and enhancements to ensure system functionality and user satisfaction. Managing and resolving escalated issues promptly and maintaining high customer satisfaction levels.
Skills Required
Helpdesk Support
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Manager • Noida
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