Query Management - Service Desk & Helpdesk | 15 To 20 Years | Kolkata

Job Description

• Manage overall operations of a helpdesk or support canter.
• Ensure all systems and manual processing meets Service level agreements.
• Manage escalations.
• Service Issue management.
• Stakeholder Management and relationship building, Client focus and responsiveness.
• Identifying areas for improvement, and ensuring high levels of customer satisfaction.
• People Management and grievance handling.
• Work closely with Management and share periodic Service delivery reports and review decks.
• Performance Management and team performance appraisal.
• Managing budgets.

Primary Skills

• Strong process knowledge in workforce administration/Employee data administration.
• Strong project management skills applied in a business/corporate environment.

Secondary Skill

• Experience of managing employee life cycle activities like personal/job/pay changes, HR documentation, New hire/onboarding, transfers, leave & absences, promotions, relocations, separations, etc.
• System data entry experience (SAP, Oracle HCM, Taleo, SuccessFactors, etc.)