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Colleague Care Analyst (Assistant Manager)

Gurgaon, HR
Job Code:
  • Insurance
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Job Details

Were looking for someone who has these values, abilities, and skills Minimum 5 years of experience in a Help Desk/Service Desk or Customer Service role. Minimum 2 years of IT service experience. Outstanding customer service skills and a customer first mentality are a must. Strong understanding of the IT support structure and the ability to navigate it to provide high quality service. Strong understanding of IT principles and a thorough comprehension of the scope of service provided by each IT function. Strong technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies and architecture. Strong verbal and written communication skills across teams and levels of organization with the ability to build strong relationships with key stakeholders, and clearly articulate plans and expected results and benefits. Ability to think outside the box and offer creative solutions to resolving complicated issues. Must be professional, innovative, assertive and enjoy working with people; critical thinking, creativity, and independent judgment are expected. Keen organizational skills with a strong sense of urgency and the capacity to prioritize without formal directives. Ability to work in a fast paced, high pressure work environment. Strong ability to multi-task and work on tasks and projects while being interrupted by users and colleagues requesting support; ability to constantly re-prioritize tasks is a must. Bachelor's degree or relevant experience required. ITIL Foundations Certification a plus. Working Relationships Supervisor is the Manager of Colleague Care. Matrix reporting to Regional CS Manager in support of maintaining high quality service within the assigned region. Ability to build effective working relationships (both internally and externally), establishing credibility amongst a wide and demanding client group Ability to collaborate with peers to jointly improve the way service is delivered. Collaboration with Service Managers and Service Control to identify service improvement opportunities. Ongoing interaction with the Service Desk on escalations, end to end ticket ownership and overall process improvement. Success Metrics Establish and maintain excellent relationships across all areas of the business and IT. Ensure personal interactions deliver high colleague satisfaction through adherence of SLA s and colleague satisfaction Respond to colleague contacts and Service Desk escalations within agreed timelines. Illustrate reduction in baseline SLA breaches.
Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science) | BCA (Computer Application)

Experience: 5-10


Application Programming | Desktop Support | System Administration
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