Service desk lead
4 days ago
Role Purpose
The purpose of this role is to serve as a support, escalation point for the agents in solving issues presented to the Account Service Desk 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 Service Desk 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 Nxtarewell 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 Stakeholder Interaction Stakeholder Type Stakeholder Identification Purpose of Interaction Internal Location Head - Service Desk Regular reporting & updates V&A Trainers For regular coordination on the V&A skills of the SD team Operations/ Business teams Review of SD delivery performance, issue alerts and mitigation, capacity planning etc. External Clients Service Desk Delivery as per process, performance data and metrices, process training etc. Display Lists the competencies required to perform this role effectively: Functional Competencies/ Skill Domain knowledge - Knowledge of customer processes, performance metrices etc. -Expert Functional knowledge - Knowledge of Service delivery processes and management, key performance parameters for Service Delivery performance etc. -Expert Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. Expert Applies the competency in all situations and is serves as a guide to others as well. Master Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization. Behavioral Competencies Formulation & Prioritization Managing Complexity Client centricity Execution Excellence Passion for Results Team Management Stakeholder Management Deliver No. Performance Parameter Measure 1. Adherence to SoW Adherence to TAT, SLA as per SoW Minimal Escalation 2. Resolution Log Management Ensuring timely & error free updation, record management Timely closure of queries Customer experience/ CSAT 3. Capability Building & Team Management % trained on new age skills, Team attrition %, Employee satisfaction score (ESAT) Service Desk Management-
Service desk lead
1 week ago
pune, India Wipro Full timeRole Purpose The purpose of this role is to serve as a support, escalation point for the agents in solving issues presented to the Account Service Desk 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...
-
Team Lead
1 month ago
Pune, India Capita Full timeDescription : Managing a team of Service Desk Analysts Delivery of the day-to-day Service Desk function Drive a motivated, high quality and highly productive team environment Providing an escalation point to deal with Service Desk issues and escalations, both from the customer, and from our resolver teams Identifying and implement operational...
-
Team Lead
1 month ago
pune, India Capita Full timeDescription : Managing a team of Service Desk AnalystsDelivery of the day-to-day Service Desk functionDrive a motivated, high quality and highly productive team environmentProviding an escalation point to deal with Service Desk issues and escalations, both from the customer, and from our resolver teamsIdentifying and implement operational...
-
Service Desk
4 weeks ago
Pune, India Zensar Technologies Full time**SERVICE DESK** **-** **(** **0097738** **)** **Description** **SERVICE DESK** **2-3 YEARS** **PUNE** What's this role about? - Service Desk for US Client. - 2- 3 years of Phone support experience Mandatory - 3+ years of Windows Technical Service desk experience is necessary. - knowledge Windows 10, 2019. - Knowledge in windows buildout - knowledge...
-
Service Desk
1 week ago
Pune, Maharashtra, India 2COMs Full timeROLE :SERVICE DESK (Technical Voice Support)LOCATION : PuneJOB DESIGNATION :IT service deskJOB DESCRIPTION :Managing one or more customer service or service desk functions. Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. Delivering customer service through multiple...
-
Service Desk Role
2 weeks ago
Pune, India SH Square Consultants Full timeRole - Service Desk - Experience - 4+yrs - Location - Pune - Work mode - WFO - Requirements - 4+ years of experience in service desk & enterprise desk support, Windows 7 and 10 proficiency, O365, Active Directory, Antivirus, Network troubleshooting should have either TM/ SME / Shift lead exp. Interested can call or whatsapp Nishi Singh 7905661467 **Job...
-
Service Desk Analyst
2 months ago
pune, India Wipro Full timeRole Purpose The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives Do Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become...
-
Service Desk Analyst
2 months ago
Pune, India Wipro Full timeRole Purpose The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives Do Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar...
-
Service Desk Analyst
2 months ago
Pune, India Wipro Full timeRole Purpose The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives Do Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar...
-
Service Desk Analyst
3 weeks ago
Pune, India Wipro Full timeRole PurposeThe purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives Do Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar...
-
Service Desk Analyst
1 week ago
Pune, Maharashtra, India Wipro Full timeRole Purpose The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro's Service Desk objectives Do Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar...
-
Service Desk Analyst
3 weeks ago
Pune, India Wipro Full timeRole Purpose The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives Do Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar...
-
Service Desk Analyst
2 days ago
Pune, India Wipro Full timeRole Purpose The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives Do Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar...
-
Service Desk Analyst
3 weeks ago
pune, India Wipro Full timeRole Purpose The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives Do Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become...
-
Service Desk Analyst
2 months ago
pune, India Wipro Full timeRole Purpose The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives Do Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become...
-
IT Service Desk Officer
1 week ago
Pune, Maharashtra, India Osmoflo Full timeAbout Us: Osmoflo leads the industry in desalination, water purification, and wastewater treatment. Our dedication to innovation and sustainability drives us to deliver top-tier solutions to meet the evolving needs of our clients. Position Overview: We are seeking an experienced IT Service Desk Officer to work autonomously to provide support to our dynamic...
-
Service Desk
1 week ago
Pune, Maharashtra, India Zensar Technologies Full timeSERVICE DESK-(0097738)DescriptionSERVICE DESK2-3 YEARSPUNEWhat's this role about? Service Desk for US Client. 2 3 years of Phone support experience Mandatory 3+ years of Windows Technical Service desk experience is necessary.- knowledge Windows 10, 201 Knowledge in windows buildout- knowledge with the following: Windows, AD, Avamar, VMWare, Citrix, Exchange,...
-
Service Desk
1 day ago
Pune, India SKYLARK HR SOLUTIONS Full timeRole**:Service Desk** Experience: 1-2 Years Salary Upto 3.5Lpa Location: Pune **Job Description**: - Excellent communication skills - **CEFR : B2, C1, C2**. Please add the communication level as per the CEFR framework while profiles are shared. - Work experience on Service Desk with good knowledge on **VPN, O365, remote support, active directory,...
-
Service Desk Manager
1 day ago
Pune, India Wipro Full timeRole purpose:The Service Desk Manager is responsible for one delivery center to ensure all Metrics are measuredand adhered. Owner of key measurements, Service Levels, and critical deliverables for SD servicesMain responsibilities:Performance of a single delivery center. Adherence to standards, measurement and reporting ofmetrics.Overall responsibility for...
-
Service Desk
2 months ago
Pune, India Zensar Technologies Full time**SERVICE DESK** **-** **(** **0096152** **)** **Description** Support Coverage: ** 24x7 (Rotation of shifts) 2- 3 years of Phone support experience Mandatory 3+ years of Windows Technical Service desk experience is necessary. Exceptional customer service orientation Excellent communication skills, both written and verbal Disciplined, systematic...
