Helpdesk Manager (67356)

Requisition ID 67356

Job Purpose

Overall ownership for managing helpdesk for CRM and ipad delivery across pan-Cipla to provide a seamless experience to the field force within defined TATs.

Key Accountabilities (1/6)

I. CRM helpdesk management

• Responsible for managing the CRM Vendor support team servicing the 8K+ strong Cipla FF thereby ensuring continuous improvement of the support team service levels to the field and maintenance of a 48 Hr TAT of response to tickets.
• Manage CRM system escalations raised by Bus/FF with respect to timely resolution of current issues and also plan for any business exigencies that arise where in helpdesk support needs to be enhanced to control volume of queries.

II. Ipad delivery and inventory management

• Responsible for managing the overall operations of iPad distribution and recovery collection with the Vendor, ensuring a smooth new joinee experience and employee separation as per defined SLAs.
• Drive the iPad device distribution and collection process with external vendor team for minimal outstanding devices and ensuring optimal levels of inventory maintained.
• Procurement of inventory based on any added HC or replenishment that arises as a business requirement and raising of PR / PO in the requisite systems.

Key Accountabilities (2/6)

III. Vendor management and governance

• Responsible for Hardware vendor selection, negotiation, and timely sourcing and availability of iPads for Cipla.
• Ensuring periodic cadence with the helpdesk teams with the objective of having a governance structure in place for control and monitoring performance of the Helpdesk teams.
• Provide timely helpdesk analytics, insights and feedback to Business on current opportunities, challenges and provide solutions for improvement of existing helpdesk systems and processes.

IV. Understand on-ground issues

• Periodically working in the field & interacting with team and customers with objective of identifying challenges faced by stakeholders.
• Suggest ways to bring down the ticket levels and escalations by training, communication, chat bots, FAQs.

Major Challenges

• Operational challenges – Need a lot of coordinating with various cross functional stakeholders
• Overcome by prioritizing and escalating issues when not sorted out

Key Interactions (1/2)

Internal

• Field Force, Marketing Teams, SFE, HR, IT for existing projects, analytics,
• Training, trouble shooting in systems,communication (Daily)

External

• CRM Vendors and Hardware to ensure SLAs are met
• Once or twice a Week governance

Education Qualification

Science Graduate / B. Pharma, Desirable: IT Systems and processes

Relevant Work Experience

• 5-7 years of relevant experience in IT/business/operational/ commercial excellence in Pharma
• Sales Force Automation, IT Systems, Helpdesk Management
• Must have experience in Managing a Team
• Presentable with Good Communication skills
• Analytical skills
• Team player and have ability to influence peer group and leadership
• Ability to interact with Senior leadership team

Key Decisions (1/2)

Decisions

• Provide solutions to existing escalations and issues faced by Business teams

Recommendations

• Vendors for helpdesk management and ipad delivery

Interested candidates Click on below link Apply Online and you will be redirected to Career Page of Company or Career url.

Cipla Limited is an Indian multinational pharmaceutical company, headquartered in Mumbai, India. Cipla primarily develops medicines to treat respiratory, cardiovascular disease, arthritis, diabetes, weight control and depression; other medical conditions.