Senior Helpdesk Executive

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Senior Helpdesk Executive

Work Dynamics

What this job involves: 

1.1. Demonstrate a professional partnership with Dell cluster leads ensuring an average overall KPI scores of >4, thereby achieve high quality performance indicators. 1.2. Cadence prepared for scheduled client feedback to improve our performance. Daily, Weekly, Monthly

1.3.Align with Line manager on Helpdesk KRI for 2025 and include in Account plan as part of Objectives - Helpdesk Call Handling - Zero Call Drops - Keep a close track Team training and skill enhancement (Team Weekly Trainings should be recorded for weekly discussion with line manager) 1.4.Ensure helpdesk tickets are closely tracked and monitored for closure 1.5.Ensure Vendor engagement activities including monthly KPI evaluation for Helpdesk Technology vendors done as per schedule to bring a professional evaluation on vendor performance (Monthly) 1.6.Ensure Command Centre Playbook Transport services made available. 1.7. Focus on continues process improvement and innovations to enable a culture of change, one initiative for the quarter.

2.1. Ensure all recordable incidents are reported timely to client team and the same recorded in client-based incident tool. Implement actions as per RCA & Lessons Learnt within approved timelines. 2.2. Ensure monthly cadence with client to review risk and mitigation plans 2.3. Risks identified are captured in the form of risk register discussed with the client.

3.1.Build a mechanism for timely and quality Command center reports at cluster lead level to bring discipline on reporting standards 3.2.Support with data related to India for Command center reporting and align with Dell India client 3.3. Use of technology: help desk, Log sheet, check list, Regular review of the dashboards should be demonstrated with timely reporting 3.4 Review of dashboard usage for analysis and reporting on weekly basis for command Centre

Goal

1. Improve Platform Efficiency Optimize the performance and efficiency of the platform by identifying and eliminating any bottlenecks or inefficiencies. 1.1 Conduct a thorough analysis of the platform, identify areas for improvement, and implement solutions and Progress can be tracked by monitoring the platform's performance metrics, such as response time, uptime, and user feedback. 1.2 Ensure the new technology and platform from Dell for reporting requirements are adhered and data populated .leverage data and technology to enhance the platform's capabilities and differentiate it from competitors. 2.2Implement Data analytics to generate insights, personalizing the user experience, and integrating with external data sources.

2.0.Leverage Data and Technology & Deliver Sustainable Aspirations. 2.1.Align the platform with sustainability goals by incorporating sustainable practices and features. 2.2.Track by monitoring the adoption of data-driven decision-making processes and customer satisfaction by using the platform and digital advantage features, and collecting user feedback on the platform's sustainability efforts.

• 1. 1. Completion of all JLL & Dell mandatory trainings within the prescribed timelines and also ensure the Direct Reports completion as well. 1.2.Develop and manage a leadership development program including all direct reports as part of career development plan (Monthly discussion with Line Manager on Team training and skill enhancement) 1.3.Create performance objectives linked to the learning and development to improve the talent for direct reports (Monthly) 1.4.create a target to complete a few critical management/leadership skill courses for self-improvement and career progression 1.5.Ensure minimum of 40 hours of training mandatory through Learning and development 1.6. Completion of trainings as per EHS training tracker for contract personnel monthly.

• 2. Provide constructive feedback and regular coaching to all direct reports. (Maintain the records weekly feedback and coaching sessions) 2.1. Develop a regular cadence to help employees by providing the required support/guidance to achieve their performance objectives & develop their professional capabilities. 2.2. Prepare Succession Plan for critical positions and regularly review the requirement Complete all performance agreements, and timely reviews to help the team achieve the objectives, same needs to be discuss with line manager (monthly)

• 3. Complete site induction and maintain documentation prior to deploying any JLL or contractor deployment on site. - Adopt a new hire. Detailed induction process and monitoring to make new employees are comfortable as part of the work culture (Record to be maintained) -Instill the buddy system for all new employees for cross functional support and knowledge (Record to be maintained) -Set a process for interaction and process guidelines for new hire to create a platform to engage and address the employee growth needs. Training and guidance on SOW and SOP, same needs to be documented. 3.1. Recognition of talent through Ovations, Pat on the Back etc., to motivate the employees to achieve new heights 3.2. TM should put their efforts in developing people and nominate them for the rewards with their accomplishments. 3.3. Provide weekly OFFs, OT & compensatory leaves as per statutory guidelines, Any overtime must be pre-approved by the line manager and will be compensated as per statutory norms. If a team member works on a weekly off or public holiday,

• compensatory leave will be granted and must be availed within the prescribed period. Shift rosters will be managed fairly and equitably across the team. Any changes to the roster must be approved by the line manager prior to implementation. Install a process that ensures maximum retention of employees.

• 3.4 Internal Training Calendar to be drafted and all trainings to be conducted as per schedule

• Internal Audit Calendar to be drafted and all audits to be conducted as per schedule

• Quarterly competency assessment of internal team members to be done based on trainings and audits conducted for the quarter

 

Location:

On-site –Bengaluru, KA

Scheduled Weekly Hours:

48

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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