Service desk lead

3 weeks ago

Pune, India Wipro Full time

Role:

Service desk lead

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

Mandatory Skills: Desktop Support.Experience: 5-8 Years.

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