Website Digital India Corporation
Job Title
Support Team Leader
Job Category
Contract Basis – Consolidated
Project
DoPT
Travel Required
YES
Location
New Delhi
Position Type
Full Time
Salary(Monthly)
Commensurate with Experience and Qualification
No. of Post
1
Job Description
- Managing the day-to-day operations of the helpdesk team, including scheduling, workload allocation, and task prioritization.
- Setting goals and objectives for the helpdesk team, and monitoring performance against these goals.
- Hiring and training new helpdesk staff members, and providing ongoing coaching and development to existing team members.
- Ensuring that the helpdesk team is providing excellent customer service and technical support to end-users, and resolving customer issues in a timely and effective manner.
- Collaborating with other departments within the organization, such as product development and quality assurance, to identify and resolve software bugs and other technical issues.
- Developing and implementing processes and procedures for managing customer inquiries and support tickets, and ensuring that these processes are followed by the helpdesk team.
- Analyzing data on customer inquiries and support requests to identify trends and areas for improvement in the software product.
- Providing regular reports to senior management on helpdesk performance, customer satisfaction, and software issues.
- Ensuring that the helpdesk team has access to the resources and tools needed to effectively support the software product, such as knowledge bases, training materials, and technical documentation.
- Staying up-to-date with developments in the software industry, and identifying opportunities to improve the helpdesk team’s processes and procedures to better serve customers.
Essential Qualification & Experience
- Graduation with relevant years of experience.
- 5+ years of experience in helpdesk management or customer support management
- Excellent communication and interpersonal skills
- Strong problem-solving and critical thinking skills
- Knowledge of software products and software development methodologies
- Experience with helpdesk or customer support tools and software
- Strong leadership and team management skills
- Ability to manage multiple projects and tasks simultaneously
- Ability to analyze data and metrics to identify trends and areas for improvement
To apply for this job please visit ora.digitalindiacorporation.in.
