Helpdesk Service Lead
Company: Genpact
Location: New York
Posted on: August 7, 2022
Job Description:
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Full-time $90,000 - $110,000 a year 1 day ago
- Health insurance
- 401(k) matching
- Paid time off
- 401(k) Qualifications
- ITIL
- IVR
- Microsoft Excel
- Microsoft Powerpoint Full Job Description With a startup spirit
and 80,000+ curious and courageous minds, we have the expertise to
go deep with the world's biggest brands-and we have fun doing it.
Now, we're calling all you rule-breakers and risk-takers who see
the world differently and are bold enough to reinvent it. Come,
transform with us.Inviting applications for the role of Helpdesk
Service LeadResponsibilities:
- Span of 20 to 30 Agents in a Service Desk Environment
- Experience with ITSM tools like ServiceNow a plus
- Quality Certification a Plus - SixSigma Certifications (Yellow
Belt, Green Belt, etc..)
- Understand and take actions on People metrics and
management
- Stakeholder management is key requirement, understanding the
scope to work towards improvements
- Managing Reporting (Daily/Weekly and Monthly)
- Understanding of Metrics/KPI's and SLA's of ServiceDesk
- Manage day to day operations, People and assessment of their
performance
- Strong leadership/team building/decision making skills
- Must have led a team in the past
- Excellent interpersonal and communication skills
- Identify resources needed and assign responsibilities. Staffing
management and delegation
- Customer Connect & Operational Capability
- Good understanding on productivity tools, MS Office Suite
(Word, Excel, PowerPoint)
- Good understanding on SD Tools and New technologies (Chat
Tools, Bots for Self-Heal, IVR Management, Automation skills is an
advantage
- Graduate in Technology with Computers or IT streamPreferred
skills:
- Strong Analytical and problem-solving skills
- Ability to effectively interact with upper management for
presentation of new functionality and solving problems
- Strong written and verbal communication skills.
- Ability to work under pressure in a fast-paced
environment.
- Willingness to work on-call in the emergency or priority
issues.
- Ability to take independent initiative when neededGenpact is an
Equal Opportunity Employer and considers applicants for all
positions without regard to race, color, religion or belief, sex,
age, national origin, citizenship status, marital status,
military/veteran status, genetic information, sexual orientation,
gender identity, physical or mental disability or any other
characteristic protected by applicable laws. Genpact is committed
to creating a dynamic work environment that values diversity and
inclusion, respect and integrity, customer focus, and innovation.
For more information, visit www.genpact.com. Follow us on Twitter,
Facebook, LinkedIn, and YouTube.
indeed_genpactJob Type: Full-timeSalary: $90,000.00 - $110,000.00
per year
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
- Vision insuranceSchedule:
- Monday to FridayAbility to commute/relocate:
- New York, NY: Reliably commute or planning to relocate before
starting work (Preferred)Experience:
- Service Desk: 7 years (Required)
- ServiceNow: 3 years (Required)License/Certification:
- ITIL Foundation Certification (Required)Privacy Preference
CenterManage Consent Preferences Always Active Always Active
Keywords: Genpact, New York , Helpdesk Service Lead, Other , New York, New York
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