Service Desk Management

1 - 4 Years
Not Disclosed by Recruiter

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Posted: 27 days agoOpenings: 1Job Applicants: 19Job Views: 78

Job Description

  • Role : SW/Application Tech Support Practitioner
  • Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
  • Must Have Skills : Service Desk Management
  • Good To Have Skills : Service Management Governance

Job Requirements :

  • Key Responsibilities : Manage service desk operations and achieve client SLA with in budget FTE ensuring all compliance and ensuring continuous improvement leading to client value creation thus client satisfaction Manage multiple internal Help Desk teams and/or external Client Accounts Responsibilities include few of or all of below areas of management:- Client relation management, Operations management, People and Performance management, Budget / cost pyramid

  • Technical Experience : Operations management, Meeting Client SLAs Manage service delivery / ensure all deliverables SLA are met as per contract/ MOU Review shift schedules to ensure adequate coverage based on call / email incidents arrival pattern along with maintaining transparency and fairness in shift scheduling Ensure adequate staffing as per FTE solution provided Monitor daily operations ensuring all interactions are responded with in the SLA time period Monitor qualitative SLA/KPI/Performance parameters

  • Professional Attributes : Performance Management Set performance goals for the team leads this should conform to the client SLAs Evaluate and provide guidance to team leads to set goals for technologists in conformance with the delivery goals Ensure that performance goals are set as per performance cycle Review

  • Educational Qualification : Graduate

Salary: Not Disclosed by Recruiter

Industry:IT-Software / Software Services

Functional Area:IT Software - Application Programming, Maintenance

Role Category:Admin/Maintenance/Security/Datawarehousing

Role:System Administrator

Employment Type:Full Time, Permanent


Desired Candidate Profile

Please refer to the Job description above


UG:B.Tech/B.E. - Computers

PG:Post Graduation Not Required

Doctorate:Doctorate Not Required

Company Profile

Accenture Solutions Pvt Ltd

Accenture (NYSE: ACN) is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the worlds largest delivery network- Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 477,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.
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Recruiter Name:HR

Contact Company:Accenture Solutions Pvt Ltd

Reference Id:231908