Service Desk Team Lead
3 weeks ago
Technical SkillsCertified (preferable)understand IT Support – L1 / L1.5in excel & other analytical tools
Competencyto motivate peoplespoken and written communication skillsAttitude'people skills' for building work related connect with colleagues at all levelsto think beyond and come-up with process improvements and value creationopportunities for value-ads and identify, initiate and execute themcustomer orientedto Plan and Priorities workabilityand problem resolution
Other Essential Skillson experience in maintaining Operations documents like Key Performance Indicators (KPIs), Actual Performance Report (APR), Delivery Plan (DP)to analyze performance reports and formulate actionable based on sameto do Capacity Planning by looking at the historical volume trends and come up with new process improvements& maintain Monthly, Quarterly and Yearly reports/presentations for the process to the Organizationteam by implementing and following up on employee involvement schemes like suggestion schemes, internal events, compliance to 1-1 sessions, counseling & mentoring and cascading corporate communication to teamwith HR to ensure necessary staffing anticipating attrition and ensuring continuityBeyond above mentioned strengths, TL would be required to handle / have following activities to be handled on a daily / monthly / need basis:
Responsibilitiesknowledge of the process procedures & regular updating of the Service Desk databasepart of transition, participate in TTT and Trainingcalls/tickets on a regular basis and should have complete process knowledgefloor supportescalations received from the clientweekly Call calibrations with customer and level 2 support teams & follow-up on improvement areasthe weekly metrics with the teamcoaching and feedback on associate’s performancea Training Needs Identification (TNI) for the team and facilitate trainings accordinglyof escalations & reviewing with the agentsrefresh sessions on process procedures & new services addedattendance – Daily& managing leaves for associateswith support functions to address the issues raised by associatesanalysis & preparation of shift schedule along with WFMOne-To-One session with all associates, tracking issues & concerns raised – forwarding the details to respective departmentwith Quality and voice coach Team & identifying the training needs for associatesassociates for various training programsthe career aspirations & grooming associates for the next level
Metrics ManagementPreparation of reports as mentioned belowProcess dashboards - WeeklyIndividual metric presentation for internal review - WeeklyTransaction status Reports - DailyAgents stack analysis & assistance – DailyContinuous monitoring of helpdesk stack & mailbox
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Service Desk Team Lead
3 weeks ago
Pune, India Tech Mahindra Full timeWork Experienceyears experience in managing a team preferably in Service Desk / Helpdesk / Technical Support / Contact Center backgroundwith experience in supporting International customer (with Retail Service Desk) are preferredTechnical SkillsCertified (preferable)understand IT Support – L1 / L1.5in excel & other analytical toolsCompetency to motivate...
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Service Desk Team Lead
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Pune, India Tech Mahindra Full timeWork Experience years experience in managing a team preferably in Service Desk / Helpdesk / Technical Support / Contact Center background with experience in supporting International customer (with Retail Service Desk) are preferred Technical Skills Certified (preferable) understand IT Support – L1 / L1.5 in excel & other analytical tools Competency ...
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