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Helpdesk Shift Supervisor

Mumbai, Maharashtra, India

Helpdesk Shift Supervisor

Mumbai | Maharashtra | India

Requirements:
• 6-10 years of experience working in IT Support (Helpdesk, Servicedesk)
• English proficiency (particularly in writing), Business English certificate would be a plus
• Superb English and communication and team working capabilities
• University degree preferably in IT or electronics
• Strong IT awareness and technical acumen. ASP, SQL and .NET knowledge would be a big plus
• Experience in troubleshooting PC and Windows related incidents, problem solving and administration
• Good knowledge of internet networks, VM & Cloud solutions. Microsoft certificates would be a plus
• Managerial skills, sense of responsibility, high level of honesty and integrity
• Good analytical and interpersonal skills
• They should have ability to work in various shifts in 24/7 support model

Scope of responsibilities:
• Continuous improvement of Helpdesk efficiency and customer service, especially around tasks automation-knowledge documentation
• Assigning tasks and setting priorities for Helpdesk employees
• Supporting Helpdesk analysts in day-to day operations; responding to some tickets as well
• Monitoring Helpdesk performance according to company's policies and procedures
• Daily cooperation with other Shift Supervisor to ensure efficient support provision by Helpdesk throughout a day
• Training and coaching Helpdesk analysts
• Schedule planning and monitoring: shift rotation, holidays coverage, vacations, breaks, overtime and night hours settlement, shift substitutions
• Cooperation with HR department including recruitment processes
• Responsibility for measuring team via metrics and achieving targets
• Ensuring Health and Safety at work
• Preparation of daily shift reports
• Performing ad-hoc tasks assigned by the Management
• Following respective policies and procedures.

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