SERVICE DESK LEAD L1

Job description:

Job Description

Role:

Service desk lead

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Do:

- To support the service desk agents in prompt delivery & customer service

- Advise and collaborate with the agents on current issues and works toward the resolution of tickets

- Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up

- Coordinate with other IT teams as appropriate for closure of any escalated ticket

- Act as a liaison between Service Desk and other teams to ensure effective communication between teams

- To provide liaison and governance at both internal & client levels

- Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations

- Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets

- Lead in the development of good customer service practices across the service desk

- Produce statistics and management reports of the service desk to client & management

- Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines

- Capacity planning and capability development 

- Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment

- Conduct shift planning to meet the service requirements of the client as per SLAs agreed

- Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk 

- Assist SD agents by providing first line support when workloads are high, or where additional experience is required

- Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers. 

- Team Management

- Resourcing

- Forecast talent requirements as per the current and future business needs

- Hire adequate and right resources for the team 

- Train direct reportees to make right recruitment and selection decisions 

- Talent Management

- Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability &effectiveness

- Build an internal talent pool of HiPos and ensure their career progression within the organization

- Promote diversity in leadership positions

- Performance Management

- Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.

- In case of performance issues, take necessary action with zero tolerance for will based performance issues

- Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below

- Employee Satisfaction and Engagement

- Lead and drive engagement initiatives for the team

- Track team satisfaction scores and identify initiatives to build engagement within the team

- Proactively challenge the team with larger and enriching projects/initiatives for the organization or team 

- Exercise employee recognition and appreciation

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Mandatory Skills: TIS Service Desk .

 

Experience: 3-5 Years

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