4,607 Iits jobs in India
IT Help Desk /Technical Help Desk
Qtek Systems
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IT Help Desk /Technical Help Desk
Bhopal, Madhya Pradesh
Qtek Systems
Posted today
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Description
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Eligibility:
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1
Manager - Help Desk
Pondicherry, Pondicherry
Eaton Corporation
Posted 1 day ago
Job Viewed
Job Description
**What you'll do:**
We at Eaton are scaling from customer satisfaction to customer delight through our own expert services operations team & a huge network of trusted Authorised Service Partners(ASPs) spread all across India. Along with service operations team, our 24/7 Service Helpdesk play a pivotal role in our goal to achieve customer delight.
The Manager - Help Desk role is crucial for driving service excellence, continuous improvement, customer satisfaction, and operational innovation.He/She would be overseeing the daily operations of the Help Desk, ensuring efficient and high-quality support services. This role involves managing a team, coordinating with other departments, and maintaining service standards to meet organizational goals.
The responsibilities include:
- Driving day-to-day helpdesk operations, leading a team of customer care agents, ensuring on-call availability.
- Propose AI-based solutions using advanced Salesforce functionalities like chatbots, case routing, and knowledge base optimization to reduce customer wait times, increase call handling capacity, identify and resolve bottlenecks in approvals, and enhance overall team efficiency.
- Ensuring seamless coordination with the Field Services team and other cross-functional departments such as Supply Chain, Logistics, and Factory Operations.
- Prepare and manage shift schedules, work allocation, handovers, and inter-department coordination.
- Ensure prompt logging and response to inbound calls, PM, and breakdown calls in accordance with SLAs.
- Manage escalations and track customer feedback to ensure high service quality.
- Generate comprehensive daily, weekly, and monthly reports.
- Prepare case studies, maintain test reports of agents, and manage training programs and agent agreements.
- Conduct daily boot training sessions and regularly update training materials.
-Expand helpdesk capabilities to handle first-level critical calls.
Other Responsibilities:
- Collaborate with the SAP team to ensure quality standards in the APAC region.
- Manage Salesforce, Minimal Viable Products (MVP), app launches, and enhancements.
- Troubleshoot Salesforce issues and address concerns promptly.
- Handle reporting requests from various teams efficiently.
- Resolve technical issues and manage system enhancements.
- Participate in meetings with global teams to align on objectives and strategies.
- Manage PRM - Community Cloud and Complaint Management System.
- Serve as the BPO Single Point of Contact (SPOC) for India.
**Qualifications:**
+ Bachelors degree in any specialisation
+ Experience: Minimum of 12-15 years of total work experience, including 3-4 years in a Team Leader or Manager position.
**Skills:**
+ Team Management: Proven experience managing a team of 8-15 direct reports.
+ Language Skills: Proficient in English, both written and verbal.
+ People Management: Demonstrated expertise in managing and developing team members.
+ Project Management: Preferable experience in project management, showcasing the ability to oversee and coordinate projects effectively.
+ Communication: Strong leadership, communication, and organizational abilities.
+ Multitasking and Crisis Management: Proven capability to manage multiple tasks, meet deadlines, and handle crisis situations effectively.
+ Work Ethic and Growth Mindset: Demonstrates a superb work ethic and a strong growth mindset.
We at Eaton are scaling from customer satisfaction to customer delight through our own expert services operations team & a huge network of trusted Authorised Service Partners(ASPs) spread all across India. Along with service operations team, our 24/7 Service Helpdesk play a pivotal role in our goal to achieve customer delight.
The Manager - Help Desk role is crucial for driving service excellence, continuous improvement, customer satisfaction, and operational innovation.He/She would be overseeing the daily operations of the Help Desk, ensuring efficient and high-quality support services. This role involves managing a team, coordinating with other departments, and maintaining service standards to meet organizational goals.
The responsibilities include:
- Driving day-to-day helpdesk operations, leading a team of customer care agents, ensuring on-call availability.
- Propose AI-based solutions using advanced Salesforce functionalities like chatbots, case routing, and knowledge base optimization to reduce customer wait times, increase call handling capacity, identify and resolve bottlenecks in approvals, and enhance overall team efficiency.
- Ensuring seamless coordination with the Field Services team and other cross-functional departments such as Supply Chain, Logistics, and Factory Operations.
- Prepare and manage shift schedules, work allocation, handovers, and inter-department coordination.
- Ensure prompt logging and response to inbound calls, PM, and breakdown calls in accordance with SLAs.
- Manage escalations and track customer feedback to ensure high service quality.
- Generate comprehensive daily, weekly, and monthly reports.
- Prepare case studies, maintain test reports of agents, and manage training programs and agent agreements.
- Conduct daily boot training sessions and regularly update training materials.
-Expand helpdesk capabilities to handle first-level critical calls.
Other Responsibilities:
- Collaborate with the SAP team to ensure quality standards in the APAC region.
- Manage Salesforce, Minimal Viable Products (MVP), app launches, and enhancements.
- Troubleshoot Salesforce issues and address concerns promptly.
- Handle reporting requests from various teams efficiently.
- Resolve technical issues and manage system enhancements.
- Participate in meetings with global teams to align on objectives and strategies.
- Manage PRM - Community Cloud and Complaint Management System.
- Serve as the BPO Single Point of Contact (SPOC) for India.
**Qualifications:**
+ Bachelors degree in any specialisation
+ Experience: Minimum of 12-15 years of total work experience, including 3-4 years in a Team Leader or Manager position.
**Skills:**
+ Team Management: Proven experience managing a team of 8-15 direct reports.
+ Language Skills: Proficient in English, both written and verbal.
+ People Management: Demonstrated expertise in managing and developing team members.
+ Project Management: Preferable experience in project management, showcasing the ability to oversee and coordinate projects effectively.
+ Communication: Strong leadership, communication, and organizational abilities.
+ Multitasking and Crisis Management: Proven capability to manage multiple tasks, meet deadlines, and handle crisis situations effectively.
+ Work Ethic and Growth Mindset: Demonstrates a superb work ethic and a strong growth mindset.
This advertiser has chosen not to accept applicants from your region.
2
Help Desk Representative
Mumbai, Maharashtra
NCR Atleos
Posted 2 days ago
Job Viewed
Job Description
**About NCR Atleos**
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
TITLE **: Help Desk Representative (II)**
GRADE **: 7**
**Position Summary & Key Areas of Responsibility**
+ Position requires the ability to act as single point of contact for NCR Atleos Financial customers with Incident Management Services
+ 7x24 monitoring of customer's ATM/ABM network across Canada, which includes six different time zones
+ Accountable for continuously receiving and handling high volumes of customer calls
+ Responsible for service requests from customers and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults
+ Determine alert priority based on documented processes and guidelines
+ Use tools to remotely access customer equipment to diagnose and resolve customer problems
+ Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information
+ Escalate customer problems both internally and externally, as required and according to defined escalation paths
+ Acquire and maintain current knowledge of relevant product offerings and support policies
+ Participate in special projects as assigned to continuously improve processes, tools, systems and organization
+ Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
+ Work with Support Specialists to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
+ Contribute as a team member; participate in objective setting, performance management, reward and recognition programs
+ Requires rotation in work hours involving weekends and holidays
**Basic Qualifications**
+ Bachelor's degree
+ Bilingual (English/French)
+ The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
+ Knowledge of Automated Banking Machines (ATM/ABM)
+ Keyboard proficiency and understanding of Windows-based applications/tools
**Preferred Qualifications**
+ Previous experience in a Customer Support and/or Helpdesk environment
+ 1+ years of related experience
+ Self-driven and results oriented; Ability to work under pressure within flexible working hours
+ Communication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication
Offers of employment are conditional upon passage of screening criteria applicable to the job.
**EEO Statement**
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
**Statement to Third Party Agencies**
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
TITLE **: Help Desk Representative (II)**
GRADE **: 7**
**Position Summary & Key Areas of Responsibility**
+ Position requires the ability to act as single point of contact for NCR Atleos Financial customers with Incident Management Services
+ 7x24 monitoring of customer's ATM/ABM network across Canada, which includes six different time zones
+ Accountable for continuously receiving and handling high volumes of customer calls
+ Responsible for service requests from customers and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults
+ Determine alert priority based on documented processes and guidelines
+ Use tools to remotely access customer equipment to diagnose and resolve customer problems
+ Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information
+ Escalate customer problems both internally and externally, as required and according to defined escalation paths
+ Acquire and maintain current knowledge of relevant product offerings and support policies
+ Participate in special projects as assigned to continuously improve processes, tools, systems and organization
+ Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
+ Work with Support Specialists to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
+ Contribute as a team member; participate in objective setting, performance management, reward and recognition programs
+ Requires rotation in work hours involving weekends and holidays
**Basic Qualifications**
+ Bachelor's degree
+ Bilingual (English/French)
+ The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
+ Knowledge of Automated Banking Machines (ATM/ABM)
+ Keyboard proficiency and understanding of Windows-based applications/tools
**Preferred Qualifications**
+ Previous experience in a Customer Support and/or Helpdesk environment
+ 1+ years of related experience
+ Self-driven and results oriented; Ability to work under pressure within flexible working hours
+ Communication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication
Offers of employment are conditional upon passage of screening criteria applicable to the job.
**EEO Statement**
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
**Statement to Third Party Agencies**
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
This advertiser has chosen not to accept applicants from your region.
3
Manager - Help Desk
Pondicherry, Pondicherry
Eaton Corporation
Posted 2 days ago
Job Viewed
Job Description
**What you'll do:**
We at Eaton are scaling from customer satisfaction to customer delight through our own expert services operations team & a huge network of trusted Authorised Service Partners(ASPs) spread all across India. Along with service operations team, our 24/7 Service Helpdesk play a pivotal role in our goal to achieve customer delight.
The Manager - Help Desk role is crucial for driving service excellence, continuous improvement, customer satisfaction, and operational innovation.He/She would be overseeing the daily operations of the Help Desk, ensuring efficient and high-quality support services. This role involves managing a team, coordinating with other departments, and maintaining service standards to meet organizational goals.
The responsibilities include:
- Driving day-to-day helpdesk operations, leading a team of customer care agents, ensuring on-call availability.
- Propose AI-based solutions using advanced Salesforce functionalities like chatbots, case routing, and knowledge base optimization to reduce customer wait times, increase call handling capacity, identify and resolve bottlenecks in approvals, and enhance overall team efficiency.
- Ensuring seamless coordination with the Field Services team and other cross-functional departments such as Supply Chain, Logistics, and Factory Operations.
- Prepare and manage shift schedules, work allocation, handovers, and inter-department coordination.
- Ensure prompt logging and response to inbound calls, PM, and breakdown calls in accordance with SLAs.
- Manage escalations and track customer feedback to ensure high service quality.
- Generate comprehensive daily, weekly, and monthly reports.
- Prepare case studies, maintain test reports of agents, and manage training programs and agent agreements.
- Conduct daily boot training sessions and regularly update training materials.
-Expand helpdesk capabilities to handle first-level critical calls.
Other Responsibilities:
- Collaborate with the SAP team to ensure quality standards in the APAC region.
- Manage Salesforce, Minimal Viable Products (MVP), app launches, and enhancements.
- Troubleshoot Salesforce issues and address concerns promptly.
- Handle reporting requests from various teams efficiently.
- Resolve technical issues and manage system enhancements.
- Participate in meetings with global teams to align on objectives and strategies.
- Manage PRM - Community Cloud and Complaint Management System.
- Serve as the BPO Single Point of Contact (SPOC) for India.
**Qualifications:**
+ Bachelors degree in any specialisation
+ Experience: Minimum of 12-15 years of total work experience, including 3-4 years in a Team Leader or Manager position.
**Skills:**
+ Team Management: Proven experience managing a team of 8-15 direct reports.
+ Language Skills: Proficient in English, both written and verbal.
+ People Management: Demonstrated expertise in managing and developing team members.
+ Project Management: Preferable experience in project management, showcasing the ability to oversee and coordinate projects effectively.
+ Communication: Strong leadership, communication, and organizational abilities.
+ Multitasking and Crisis Management: Proven capability to manage multiple tasks, meet deadlines, and handle crisis situations effectively.
+ Work Ethic and Growth Mindset: Demonstrates a superb work ethic and a strong growth mindset.
We at Eaton are scaling from customer satisfaction to customer delight through our own expert services operations team & a huge network of trusted Authorised Service Partners(ASPs) spread all across India. Along with service operations team, our 24/7 Service Helpdesk play a pivotal role in our goal to achieve customer delight.
The Manager - Help Desk role is crucial for driving service excellence, continuous improvement, customer satisfaction, and operational innovation.He/She would be overseeing the daily operations of the Help Desk, ensuring efficient and high-quality support services. This role involves managing a team, coordinating with other departments, and maintaining service standards to meet organizational goals.
The responsibilities include:
- Driving day-to-day helpdesk operations, leading a team of customer care agents, ensuring on-call availability.
- Propose AI-based solutions using advanced Salesforce functionalities like chatbots, case routing, and knowledge base optimization to reduce customer wait times, increase call handling capacity, identify and resolve bottlenecks in approvals, and enhance overall team efficiency.
- Ensuring seamless coordination with the Field Services team and other cross-functional departments such as Supply Chain, Logistics, and Factory Operations.
- Prepare and manage shift schedules, work allocation, handovers, and inter-department coordination.
- Ensure prompt logging and response to inbound calls, PM, and breakdown calls in accordance with SLAs.
- Manage escalations and track customer feedback to ensure high service quality.
- Generate comprehensive daily, weekly, and monthly reports.
- Prepare case studies, maintain test reports of agents, and manage training programs and agent agreements.
- Conduct daily boot training sessions and regularly update training materials.
-Expand helpdesk capabilities to handle first-level critical calls.
Other Responsibilities:
- Collaborate with the SAP team to ensure quality standards in the APAC region.
- Manage Salesforce, Minimal Viable Products (MVP), app launches, and enhancements.
- Troubleshoot Salesforce issues and address concerns promptly.
- Handle reporting requests from various teams efficiently.
- Resolve technical issues and manage system enhancements.
- Participate in meetings with global teams to align on objectives and strategies.
- Manage PRM - Community Cloud and Complaint Management System.
- Serve as the BPO Single Point of Contact (SPOC) for India.
**Qualifications:**
+ Bachelors degree in any specialisation
+ Experience: Minimum of 12-15 years of total work experience, including 3-4 years in a Team Leader or Manager position.
**Skills:**
+ Team Management: Proven experience managing a team of 8-15 direct reports.
+ Language Skills: Proficient in English, both written and verbal.
+ People Management: Demonstrated expertise in managing and developing team members.
+ Project Management: Preferable experience in project management, showcasing the ability to oversee and coordinate projects effectively.
+ Communication: Strong leadership, communication, and organizational abilities.
+ Multitasking and Crisis Management: Proven capability to manage multiple tasks, meet deadlines, and handle crisis situations effectively.
+ Work Ethic and Growth Mindset: Demonstrates a superb work ethic and a strong growth mindset.
This advertiser has chosen not to accept applicants from your region.
4
Help Desk Executive
Bengaluru, Karnataka
GoIntegra facility management
Posted today
Job Viewed
Job Description
Key Roles & Responsibilities
Requirements
Benefits
Greet and assist clients and visitors at the front desk.
Handle all incoming and outgoing calls professionally.
Maintain cleanliness and organization of the front office area.
Receive and follow up on resident complaints with the Maintenance Department.
Manage staff attendance and prepare daily reports.
Communicate updates on new joiners and exits to the HR team.
Coordinate with back-office for ID cards and uniforms for staff.
Maintain visitor logs, courier records, and vendor details.
Handle petty cash and prepare related expense statements.
Prepare and share daily reports with management.
Assist in booking amenities and updating residents' electricity (BESCOM) bill details.
Maintain documentation and support general administrative tasks.
Requirements
Education - PUC/Any Graduation
Experience - 2-4 years
Communication Skills - Excellent verbal and written communication in English, Hindi & Kannada.
Computer Skills - Proficient in MS Office (Word, Excel, Outlook).
Benefits
6 days working
Employee Provident fund
Medical & accidental Insurance
12 national festival holidays
This advertiser has chosen not to accept applicants from your region.
5
Help Desk Executive
Bengaluru, Karnataka
GoIntegra facility management
Posted today
Job Viewed
Job Description
Job Description
Key Roles & Responsibilities
Requirements
Benefits
Requirements
Looking for a dynamic candidate with Strong verbal communication in English & Hindi with Basic knowledge of operating systems.
Key Roles & Responsibilities
Greet and assist clients and visitors at the front desk.
Handle all incoming and outgoing calls professionally.
Maintain cleanliness and organization of the front office area.
Receive and follow up on resident complaints with the Maintenance Department.
Manage staff attendance and prepare daily reports.
Communicate updates on new joiners and exits to the HR team.
Coordinate with back-office for ID cards and uniforms for staff.
Maintain visitor logs, courier records, and vendor details.
Handle petty cash and prepare related expense statements.
Prepare and share daily reports with management.
Assist in booking amenities and updating residents' electricity (BESCOM) bill details.
Maintain documentation and support general administrative tasks.
Requirements
Education - PUC/Any Graduation
Experience - 2-4 years
Communication Skills - Excellent verbal and written communication in English, Hindi & Kannada.
Computer Skills - Proficient in MS Office (Word, Excel, Outlook).
Benefits
6 days working
Employee Provident fund
Medical & accidental Insurance
12 national festival holidays
Requirements
Looking for a dynamic candidate with Strong verbal communication in English & Hindi with Basic knowledge of operating systems.
This advertiser has chosen not to accept applicants from your region.
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6
EXECUTIVE - HELP DESK
EFS Facilities Services India Pvt. Ltd.
Posted today
Job Viewed
Job Description
This advertiser has chosen not to accept applicants from your region.
7