Team Lead – Client Support, Service Desk

3 weeks ago

Pune, Maharashtra, India Ensono Full time

This role is responsible for delivering a highly customer focused service within a mission critical managed services based environment. This includes developing a team of Service Desk, Support Level I and II Analysts that can exceed customer expectations both in technical resolution and customer service.


• Responsibility for management/escalation of operational issues within the Monitoring & Management Centre (MMC) for Client Support.

• Ensure changes are logged and completed with risk assessment to ensure the customer environments are not compromised.

• Manage the resolution of complex technical issues escalated by Support Level I & II. 

• Ensuring clients & partners are updated on current status of issues.

• Deliver a responsive and effective support service for client incidents and service requests ensuring escalation to relevant teams in line with SLAs.

Measured by:

• Quantity and quality of issues resolved within MMC.

• Successful resolution of escalated issues within agreed SLA's (p4-12).

• Proactive analysis of issues.

• Clear and concise call logs demonstrating adherence that is available to the entire client support department for future reference.

Please consider the following:

· You must ensure that you and your team are aware of the SLA's and other performance targets.

· You will be responsible for ensuring your team are fully adherent to all ITIL Client Support processes.

· Manage & Direct the day to day activities of the support analysts within the level I and level II day Teams

· Manage shift turnover meetings (p 3)

· QMS Ticket reviews

· On-the-job coaching of team members in their development

· Monitoring of team and individual performance

· Provide a lead role in staff development through training, performance appraisal and team building

· Ensuring all team members follow ITIL standards change control, configuration management

· Ensure adherence to internal processes,

· Develop and maintain good communications within and across teams

· Act as escalation point for major incidents

· As part of team, standardize and improve working practices

· Ensure incident calls are being progressed in correct technical directions in timely manners

· Ensuring under/over delivering our agreed services is monitored

· Provide 2nd level technical support and ensure that escalated calls and issues are responded to within defined service levels and call management guidelines

· Ensuring Support Analysts, MMC mgrs, Clients & partners are updated on current status of issue

· Implementation of changes to client solutions

· Identify and provide technical training to Operations group as needed.

Knowledge

· Excellent understanding of web site technology

· Excellent understanding of internet

· Good understanding of Server Management

· Knowledge of a call management system and its function.

· Knowledge of ITIL and its function within IT.

Skills

· Excellent Microsoft server skills (troubleshooting)

· Excellent customer service skills

· Ability to manage call levels

· Confidence in liaising with other personnel

· Ability to multi-task and work well under pressure

· Good team working skill essential

· Ability to document processes and procedures in a clear, concise and logical manner.

JR010500

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