Profile
- Should have 5+ years Experience
- Good knowledge of MS Office and any Ticketing tool
- Technically strong on Windows environment, able to handle team. Able to coordinate with vendor. Good understanding on ITIL process. Able to handle large projects
Deliverables
- Provides technical leadership to team members.
- Develops or assists in the development of technical strategy.
- Creates or assists in the creation of project plans.
- Assists in the design of the systems and application programs.
- Manages the execution of a project plan, including quality and completion of own work while simultaneously monitoring the work of team members.
- Trains end users in use of equipment and software.
- Understands and applies new technical information.
- Understands customer service techniques.
- Uses applications to track user requests from ticket generation through completion and customer satisfaction processes.
- Tracks and reports user activity utilizing call management software.
- Skill enhancement of Team as per site skill matrix requirement
- Minimum one Training to team on monthly basis
- Proper information sharing with other TL/Mgr
- One to One meeting with team on monthly basis
- Monthly Customer Feedback
- Roster preparation and Attendance of team
