Supervisora / or Global Services

HCLTech is a global technology company, home to more than 218,000 people across 59 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. HCL is looking for a Helpdesk Supervisor with below requirements :

Excellent English communication (verbal and written) and interpersonal skills.

• Understanding of computer hardware, software (operating systems, common applications), and networking concepts.
• Proficient in Microsoft Office programs."

5-8 years relevant Experience for manager Service Desk support operation.

~ Manage the day-to-day operations of the helpdesk team and technical support staff.

Interview, hire, train, and provide ongoing coaching and performance feedback to helpdesk representatives.

Performance evaluation :

Monitor team performance, set goals, and implement plans to improve staff skills and effectiveness.

Oversee the helpdesk ticketing system to ensure efficient tracking and resolution of user support tickets.

Establish and enforce standards, workflows, and escalation paths for the helpdesk team.

Monitor and report on performance :

Track and analyze key performance indicators (KPIs), such as response times, ticket resolution rates, and user satisfaction.

Budgeting and resource management :

Oversee helpdesk resources, including staffing, tools, and budget, ensuring adequate resources are available to meet demands.

Major Medical Expenses Insurance (extends to spouse and 2 children under 25 years of age, if applicable).

~ Minor Medical Expense Insurance.

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