IT Helpdesk

About Company:

Our client is a global provider of back-office support services to a myriad of financial service organizations. Its clients are representative of various components of the financial servicing industry including but not limited to mortgage originations, mortgage servicing, credit card servicing, auto lending, student lending, consumer loans, bankruptcy, REO, etc. 

An Ideal Candidate:

An Ideal candidates must have a bachelor’s degree in IT, Computer Science along with 4+ years of experience in related field. He / She will be responsible for supervising the Help Desk Call Centre team by providing daily guidance, performance management, and training. Ensures high-quality customer support, handles escalations, and resolves complex issues. Focuses on process improvement, documentation, and KPI tracking to enhance efficiency. Maintains technical expertise, fosters team collaboration, and drives continuous development through ongoing training and adoption of industry best practices.

Key Competencies:

 Supervision & Team Management:

• Provide daily supervision, guidance, and support to the company Help Desk Call Centre team.
• Manage team performance through coaching, training, and performance evaluations.
• Assign tasks and set priorities to ensure timely resolution of customer issues.
• Assist with completing daily tasks through the ticketing system.

 Customer Support:

• Monitor Help Desk performance to ensure exceptional customer service.
• Handle escalations and resolve complex or high-priority customer issues.
• Address customer complaints professionally and effectively.

 Process Improvement:

• Identify and implement improvements to enhance Help Desk efficiency and effectiveness.
• Streamline workflows and develop best practices.
• Establish and monitor key performance indicators (KPIs) for productivity and customer satisfaction.

 Technical Expertise:

• Maintain deep knowledge of company products, services, and systems.
• Provide assistance to team members and troubleshoot complex issues.
• Ensure accurate and timely problem resolution.

 Team Collaboration:

• Promote a collaborative and supportive team environment.
• Facilitate warm transfers for escalations within the Help Desk team.

 Documentation:

• Develop and maintain comprehensive documentation (e.g., SOPs, knowledge base articles, troubleshooting guides).
• Ensure documentation supports efficient handling of customer inquiries.

 Training & Development:

• Identify training needs within the team.
• Organize and lead training sessions to enhance technical skills and customer service capabilities.

 Industry Awareness:

• Stay informed about industry trends, best practices, and emerging technologies.
• Implement new tools and methodologies to improve the support experience.