Job Title: Helpdesk and Analytics Manager
Work Location: Accenture Site and Satellite Offices
Work Hours: 6 days a week ; 9 hours per day including lunch.
Reports to: Senior Facilities Manager
PositionDescription
Thisrole is responsible for the efficient management and coordination of multipleworkplace support functions including call management, transportation services,van operations, food services support, billing validation, merchandisedistribution, and ticketing system oversight. The role ensures operationalefficiency, vendor performance optimization, data-driven service improvements,and compliance with internal controls and service level agreements.
KeyResponsibilities
- Call Management
- Oversee daily inbound calloperations, ensuring professional handling and timely resolution of requestsand concerns.
- Monitor and analyze call volumetrends to optimize staffing requirements and response efficiency.
- Identify recurring issues andrecommend process improvements to enhance service quality.
- 2. Transportation Coordination
- Manage end-to-end transportationrequests, from ticket acknowledgment through booking confirmation andcompletion.
- Coordinate with vendors to ensuretimely and cost-effective transport services.
- Track and report serviceutilization to support vendor performance evaluation and cost optimizationinitiatives.
- 3. Workplace Van Services
- Supervise scheduling, booking, anddeployment of workplace van services.
- Monitor usage data to identifydemand patterns and recommend route or schedule improvements.
- Ensure service availability alignswith operational requirements and employee needs.
- 4. Food Services Support
- Coordinate food service requestsand manage vendor follow-ups to ensure timely delivery and service quality.
- Maintain and provide access toupdated menus and service offerings.
- Analyze request trends and provideinsights to improve service efficiency and user experience.
- 5. Billing & Validation
- Lead validation activities for LGIand WTS billing processes to ensure accuracy and completeness.
- Implement audit controls andconduct regular checks to ensure compliance with financial and operationalstandards.
- Support analytics and reporting toidentify discrepancies and drive corrective actions.
- 6. Merchandise & TokenManagement
- Oversee ordering, inventorytracking, and distribution of corporate merchandise and recognition tokens.
- Ensure proper documentation andaccountability of all issued items.
- Coordinate with vendors andinternal stakeholders for timely replenishment and fulfillment.
- 7. Ticketing Systems Oversight
- Manage end-to-end processes inServiceNow and AISee ticketing platforms.
- Coordinate effectively betweenoperations, engineering, and support teams to ensure timely resolution oftickets.
- Generate and analyze reports onticket lifecycle, SLA compliance, and recurring issues to support continuousimprovement initiatives.
Skills& Competencies
- – Ensures efficient handling oftickets, calls, and service requests within SLA targets across multiple servicestreams.
- – Tracks and analyzes KPIs(response time, resolution time, backlog) and drives corrective actions forservice improvement.
- – Interprets operational datafrom ticketing systems and produces clear, actionable performance reports andinsights.
- – Experienced in ServiceNow orsimilar platforms, ensuring proper ticket lifecycle management and dataaccuracy.
- – Manages, coaches, and supportsfrontline agents or coordinators, ensuring productivity and service quality.
- – Coordinates with internal teamsand external vendors to ensure smooth service delivery and issue resolution.
- – Identifiesrecurring issues, performs root cause analysis, and supports continuousimprovement initiatives.
- – Ensures accuracy in billing validation, reporting, andadherence to operational standards and controls.
Qualifications
- Bachelor'sdegree in Business, IT, Industrial Engineering, Operations Management, orrelated field (or equivalent experience)
- Experience:3–5 years in helpdesk, service delivery, or operations support; with at least1–2 years in a supervisory or team lead role
- Experiencewith ticketing systems; strong Microsoft Excel and reporting skills
- Experiencein SLA monitoring, ticket lifecycle management, operational reporting, andservice coordination
- Abilityto analyze data, generate reports, and support performance insights anddashboards
- Strongcoordination, stakeholder management, attention to detail, and problem-solvingin a fast-paced environment
- BPO/sharedservices experience; exposure to process improvement methodologies (Lean/SixSigma) or workplace services operations is highly preferred
