Deputy Manager- Helpdesk Operations

Job Title : Deputy Manager- Helpdesk Operations

Experience : 3 to 5 Years

Location : Mumbai

Roles & Responsibilities

• Manage daily helpdesk operations to ensure smooth and uninterrupted support.
  
• Monitor helpdesk systems and ensure high availability and performance.
  
• Provide timely support to customers and internal stakeholders.
  
• Resolve queries and issues while adhering to defined SLAs and process timelines.
  
• Monitor customer feedback and implement service improvement initiatives.
  
• Coordinate with internal teams for issue escalation and resolution.
  
• Maintain operational reports and ensure compliance with standard operating procedures.

• Bachelors degree in BCA MBA or a related field.
  
• Experience in Helpdesk Operations or Helpdesk Management within the Capital Markets or BFSI domain.
  
• Working knowledge of helpdesk tools CRM systems and voice/email support processes.
  
• Proficiency in Microsoft Office (Excel Word PowerPoint Outlook).
  
• Strong verbal and written communication skills.
  
• Good analytical problem-solving and customer service skills.
  
• Ability to manage SLAs multitask and work in a fast-paced operational environment.
  
• Strong stakeholder management and coordination abilities.

Required Skills:

Helpdesk operationcapital marketHelpdesk interfacesStakeholderCRM systems