Lead Engineer - Application Support 4C
GurugramFull-timeHybridSenior levelPosted 3 days ago
Senior IT support role at Genpact in Gurugram. Needs a diploma, B.Tech or B.E.. Hybrid.
About the role
The IT Support Supervisor/India is responsible for managing the Service Desk Technicians in India ensuring high-level and efficient end-user support in the use of technology and applications within the domain. They will play a pivotal role in ensuring the smooth operation of IT support services. This is a hybrid role of a Service Desk Specialist and Supervisor in which they will respond to chats and resolve tickets as well as supervise the local team.
What you'll do
- Evaluate the performance of service desk staff, provide feedback, and conduct performance reviews
- Identify training needs and facilitate professional development opportunities for team members
- Ensure high levels of customer satisfaction by addressing and resolving customer queries and complaints efficiently
- With guidance from the Service Desk Manager, develop and implement service desk policies and procedures to improve productivity and service quality
- Generate reports on service desk performance and present them to upper management
What you need
- Active Directory
- ITIL
- Windows
- VMware
- Troubleshooting
- AWS
Good to have
- PowerPoint
- VBA
- RPA
- Shell scripting
- Azure
- Workday