Workday Service Desk Team Manager

7 days ago

Chennai, Tamil Nadu, India myGwork Full time

As a Workday Service Desk Lead, you will oversee the daily operations of our service desk team in Asia-Pacific (APAC), ensuring the efficient resolution of full-suite Workday and HR Systems-related issues and requests. You will provide high-quality support to end-users, manage a team of service desk analysts, coordinate with other departments, and ensure adherence to service level agreements (SLAs).

Key Responsibilities:
  • Team Leadership: Lead, mentor, and manage a team of Workday Service Desk Analysts, providing guidance and support to ensure high performance.
  • Incident Management: Identify and implement process improvements to enhance the efficiency and effectiveness of the service desk operations.
  • Ticket Housekeeping: Ensure the team manages tickets assigned to them, throughout the full lifecycle, including making sure tickets are maintained to set standards, progress within SLAs, and completed.
  • Knowledge Base: Responsible for the team's contribution to maintaining the Workday Knowledge Base at designated stages in the ticket lifecycle.
  • User Support: Provide advanced support for complex Workday issues, acting as an escalation point for the team.
  • Training and Development: Develop and deliver training programs for service desk staff to enhance their skills and knowledge of Workday.
  • Reporting: Generate and analyze service desk performance reports, identifying trends and areas for improvement.

In this role, you will work closely with other teams, including ET, Finance, Finance Shared Service Centre, People teams, and business units, to ensure seamless support and integration of Workday solutions. You will also be responsible for ensuring all service desk activities comply with organizational policies, procedures, and regulatory requirements.

Requirements:
  • Proven Experience: Proven experience in leading and managing a service desk or support team.
  • Analytical Skills: Strong analytical and problem-solving skills, with the ability to troubleshoot complex issues.
  • Joiners/Movers/Leavers Processes: Good understanding of Joiners/Movers/Leavers processes.
  • Knowledge Management Ethics: Strong awareness of knowledge management ethics.
  • ITIL and Agile: Strong understanding of both ITIL and Agile principles.
  • Reporting: Ability to create metric reports and present to management.
  • Communication: Excellent verbal and written communication skills, with the ability to interact effectively with technical and non-technical stakeholders.
About Us:

We are myGwork, an inclusive employer and a member of the LGBTQ+ business community. We believe in creating a dynamic work environment that values diversity and inclusion. As part of WPP, we offer the opportunity to work on creative projects at a global scale. If you are passionate about technology and customer service, we encourage you to apply for this exciting role.

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