Opportunity brief
Concentrix is hiring for the role of Global Service Desk Associate Manager!
Responsibilities of the Candidate:
- Manage a team of highly trained Technicians. -
Client /Customer/People Management
- Manage team deliverables as per the guidelines. - Drive Performance in the team to meet targets. - Improve training standards/methodology and processes. - Manage daily team activities and ensure daily operations run smoothly. - Drive team adherence and manage scheduling. - Drive Continuous Improvement in the team along with metrics improvement. - Performance management of the team including career development - Knowledge management for the floor - Participated in calibration of Trainers and QAs within the team and trainer teach back sessions. - Complete all assigned, mandatory training within the timeframe provided - Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports.
Requirements:
- Must be having hands-on Experience on Azure, GCP and AWS Preferable - Hands on experience in VDI environment and troubleshooting skills, remote desktop support. - Provide telephony & chat support in performing installation and troubleshooting on Operating systems, soft-telephone, and applications. - Attending to break/fix engagement as required for technology related problems and issues for all P1/Sev1 incident. - Prepare, maintain, and submit reports and applicable records of system inventory, ticket SLA etc. - Hands on experience in Incident and Change management. - To be an SME for the team, coach and train the team on soft skills and Technology. - Coordinate as smart hands with different portfolio and engineering work groups. - Excellent voice/telephony skills, Good Written & Verbal Communication Skills - Excellent customer service skill and client management skills - Willing to work in 24/7 work environment, predominantly night shifts/US hours and work from office Gurgaon Office.