Team Leader

7 months ago

Pune, India Mphasis Full time

Job Description

Role : Team Leader - Service Desk

Location : Pune

Job Summary?

Looking for Service Desk Team Leader having experience in handling Team along with Customer Escalation and Troubleshooting.

Years of Experience Needed:-

6+ Years of Experience SD Team Lead

Minimum Education

Any Graduate + ITIL certified

Requirement

Passport (Mandate) Advantage

Skills

 Analytical skills

 Effective Business Communication

 Coaching skills

 Operations Management

 SLA Management

 MS Office

 Operational knowledge of contact center platform and ITSM tool

 Performance Management skills

 Conflict management skills

 Capacity management

 Presentation skills

 Training need identification

Technical Skills

 Client Technical Service Awareness – Intermediate

 Technical Troubleshooting - Account Management/password reset - Advance

 Technical Troubleshooting - OS – Advance

 Technical Troubleshooting - End Devices - Advance

 Ticketing Tool – Advance

 MS Office – Intermediate

 Contact center platform operating skills – Intermediate

 Contact center platform reports – Intermediate

 Networking concepts – Intermediate

 Client Process Knowledge – Advanced

 DMAIC Methodology – Intermediate

 Client Business Awareness – Advanced

 Telephone etiquette – Expert

 Email etiquette – Expert

 Customer service skills – Expert

 Knowledge Base Navigation Skills – Advanced

 Analytical skills – Intermediate

 Operations Management – Advanced

 SLA Management – Intermediate

 Effective Business Communication – Advance

 Decision Making Skills – Advance

 Measuring Performance/Performance Management Skills – Advance

 Coaching for Success – Advance

 Motivating Others – Advance

 Conflict Management Skills – Advance

 Patience – Advance

 Managing Stress – Advance

 Positive attitude to change – Advance

 Attitude to feedback/willing to learn – Advance

 Relating to Others – Advance

 Influencing Others – Advance

 Team Player – Advance

 Insight into the Customer's Mindset – Advance

 Solution Based Approach – Advance

 Follow Through – Advance

 Personal Credibility – Advance

 Self-Development – Intermediate

 Result Focus – Intermediate

 Drive to Win – Intermediate

 Recognize Efforts – Advanced

 Approachability – Advanced

 Dealing with Fairness – Expert

 Fostering Team Work - Advanced

Job Responsibilities

 Supervise and review Service Desk activities

 Review and ensure compliance to standards like PCI, ISO, ISMS, BCMS by facilitating audits by internal and external teams

 Place hiring request and conducting interviews

 Work with HR and support groups to improve employee retention and satisfaction

 In-person feedback to reporting agents on daily basis regarding ticket hygiene and operational/procedural hygiene

 Root cause analysis, tracking and reporting of escalation and SLA misses

 Attend change meetings and analyze potential impact to Service Desk operations

 Performance appraisal and normalization

 Participate in calibration and collaboration meetings with support function leads

 Conduct new hire technical and account specific training based on the requirements

 Create, maintain and update account training plan

 Provide hands-on assistance to team members in case of issues, both through direct intervention and mentoring

 Prepare Score Cards and discuss and share feedback around improvement areas

 Identify top performers and nominate for Rewards and Recognition and appreciation

 Monitor ticket ageing reports and drive team members to work on ageing tickets

 FCR analysis - find out controllable resolution errors that could have been resolved at L1

Non Technical Skills :

 Good in communication

 Positive energy

 Positive attitude

 Self learner

 Any Graduate or pursuing last year of Graduation

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