IT Helpdesk Supervisor
IN-Navi Mumbai
International Careers
Req #: 10846
Type: Full-Time
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Overview: Medpace is a full-service clinical contract research organization (CRO). We provide Phase I-IV clinical development services to the biotechnology, pharmaceutical and medical device industries. Our mission is to accelerate the global development of safe and effective medical therapeutics through its scientific and disciplined approach. We leverage local regulatory and therapeutic expertise across all major areas including oncology, cardiology, metabolic disease, endocrinology, central nervous system, anti-viral and anti-infective. Headquartered in Cincinnati, Ohio, employing more than 5,000 people across almost 40 countries. Responsibilities: * Responsible for day-to-day operations including end user technical support; * Acts as a point of escalation for helpdesk associates regarding policy, procedures, and customer service interactions requiring supervisor intervention; * Trains, coaches, and mentor's other helpdesk associates to achieve team and department goals; * Proactively identifies training opportunities and provide recommended solutions to enhance the overall interaction of inbound caller experience; * Performs high quality and timely solutions and exhibits initiative with completing assignments and making improvements to the Help Desk service processess; * Provides reports, analysis, feedback, and other recommendations for improving customer service/experience and optimize operational efficiencies; * Maintains professionalism in interactions with all coworkers, colleagues, and end users. Qualifications: * Minimum 5 years of industry experience; * In depth knowledge of PC hardware and general operating system components; * Has excellent interpersonal skills interacting with end users, team members, and executive leadership teams; * Highly effective problem-solver with the ability to quickly acknowledge when issues should be escalated; * Familiarity with creating reports on operational SLA and using analytics to optimize operational efficiency; and * Displays good relationship skills to be a role model for the team.
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