Unisys Looking for Call Reception Helpdesk Manager at Hyderabad, Telangana

Unisys; Hyderabad; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

Join a forward-thinking global IT company dedicated to enhancing lives through innovative technology solutions. In this pivotal role, you'll lead a team to deliver exceptional customer service, manage technical support operations, and ensure compliance with service level agreements. With a focus on ITIL principles, you will drive improvements in incident resolution and customer satisfaction. This position offers the chance to grow your leadership skills while contributing to a mission that prioritizes safety and reliability in technology. If you're ready to make a difference in a dynamic environment, this is the opportunity for you.

Qualifications

• 8+ years of experience with 4+ years in leadership roles.
• Strong knowledge of ITIL principles for incident resolution.

Responsibilities

• Manage service desk processes for exceptional customer support.
• Ensure timely resolution of client issues per SLA requirements.

Skills

ITIL principles

Customer service

Analytical abilities

Leadership

Technical support

Education

Bachelor’s degree in Information Technology

Bachelor’s degree in Computer Science

Tools

Call management system

Microsoft Office applications

Workday

Job description

We Believe in Better!

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.

At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.

Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us!

Learn more about Unisys and our key solution offerings: Unisys, Stealth, CloudForte, InteliServe

What success looks like in this role:

1. Managing employees who obtain information from services requester, log information into proper call management system and provide information relevant to the call and services provider.
2. Manage employees who deliver remote hardware and software support to resolve basic feature/function questions regarding Off the Shelf (i.e., Microsoft Office applications), client customized enterprise business applications (i.e., Workday), or similar areas.
3. Design, contract and deliver service desk processes and services to deliver exceptional customer service and support.
4. Manage all operational and daily activities of assigned resources to ensure clients receive effective and timely resolution of all issues in compliance with the Service Level Agreement requirements based on established company objectives.
5. Responsible for developing and documenting processes and procedures particularly in a SLA driven environment.
6. Define internal Support Desk performance indicators for quality assurance in support of customer facing performance indicators and present them to management.
7. Proactively manage communications pertaining to technical support, operations, changes, outages, and issues in a timely, professional manner.

You will be successful in this role if you have:

1. Bachelor’s degree in Information Technology, Computer Science, or related field.
2. 8+ years’ experience required and 4+ years leadership experience.
3. Customer-first attitude and high performance driven.
4. Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards.
5. Strong analytical abilities and professional office experience.
6. Languages: English. Local languages of the countries it supports is an advantage.