We have a very urgent requirement with Hewlett Packard for position of Helpdesk Manager(Mumbai (Malad)) .
if you are interested kindly forward your latest CV along with these details after going through the job description which is mention below:---
Decent communication skills
CTC:- _____________
Exp CTC:- ___________
Notice:- ___________
Total Experience:-_________
Relevant Experience:-__________
Are you ready to work under payroll of New Horizons _________
Current Location:-_______________
Are you interested for relocation to Malad (Mumbai)_________
Have you ever applied for Hewlett Packard ________-
Job Profile:-
1) Ticket Handling and Escalations
Ensure tickets closure within SLA
Timely acknowledgement, assignment & Queue management of tickets to team
Helping the team in technical issues
Identify and handle all internal and external escalations on time
Ensure timely escalation to appropriate next levels
2) Reporting
Prepare timely reports for the client
Prepare RCA's as applicable
3) People Management/ Team Management
Prepare KRA's, skill matrix for individuals and conduct appraisals
Conduct team meetings
Sort any non-technical issues within the team
Rostering and ensure adequate leave planning
Induction training for new hires
Participate in the hiring process
4) Training and Knowledge Base
Identify gaps in technical / process skills and plan trainings for the team
Ensure knowledge base articles are prepared regularly
Ensure demonstrated skill in at least 2 or more areas (i.e team & Incident or Incident & Change, etc)
5) Vendor Management
Performance review calls with vendors
Preparation of performance matrix for vendors
6) Documentation
Ensure proper documentation of technical/ process changes in present architecture
7) Customer Interaction
Status updates
Bridge calls
8) Service Performance Improvement
Own and conduct reviews as per the governance model of the program
Tracks metrices related to performance of the service line and drives service improvement plans and programs to improve them
9) Perspective KRAs
9) Customer
CSat, Escalation management, Customer Reporting
11) Process
Minimizing escalations, SLA compliance, Process compliance, Service improvement plans., Knowledge Management
12) People
E Sat , People Development, Retention
Thanks & Regards,
Tahir Majeed
New Horizons India Limited
A-12 | Sector-59 | Noida-201301.
E-Mail:- tahir.majeed@nhindia.com
if you are interested kindly forward your latest CV along with these details after going through the job description which is mention below:---
Decent communication skills
CTC:- _____________
Exp CTC:- ___________
Notice:- ___________
Total Experience:-_________
Relevant Experience:-__________
Are you ready to work under payroll of New Horizons _________
Current Location:-_______________
Are you interested for relocation to Malad (Mumbai)_________
Have you ever applied for Hewlett Packard ________-
Job Profile:-
1) Ticket Handling and Escalations
Ensure tickets closure within SLA
Timely acknowledgement, assignment & Queue management of tickets to team
Helping the team in technical issues
Identify and handle all internal and external escalations on time
Ensure timely escalation to appropriate next levels
2) Reporting
Prepare timely reports for the client
Prepare RCA's as applicable
3) People Management/ Team Management
Prepare KRA's, skill matrix for individuals and conduct appraisals
Conduct team meetings
Sort any non-technical issues within the team
Rostering and ensure adequate leave planning
Induction training for new hires
Participate in the hiring process
4) Training and Knowledge Base
Identify gaps in technical / process skills and plan trainings for the team
Ensure knowledge base articles are prepared regularly
Ensure demonstrated skill in at least 2 or more areas (i.e team & Incident or Incident & Change, etc)
5) Vendor Management
Performance review calls with vendors
Preparation of performance matrix for vendors
6) Documentation
Ensure proper documentation of technical/ process changes in present architecture
7) Customer Interaction
Status updates
Bridge calls
8) Service Performance Improvement
Own and conduct reviews as per the governance model of the program
Tracks metrices related to performance of the service line and drives service improvement plans and programs to improve them
9) Perspective KRAs
9) Customer
CSat, Escalation management, Customer Reporting
11) Process
Minimizing escalations, SLA compliance, Process compliance, Service improvement plans., Knowledge Management
12) People
E Sat , People Development, Retention
Thanks & Regards,
Tahir Majeed
New Horizons India Limited
A-12 | Sector-59 | Noida-201301.
E-Mail:- tahir.majeed@nhindia.com
