Asst. Team Leader service desk

Job Summary -

Looking out for Service Desk Team Leader who can manage and handle the SD Team along with the Customer Escalation along with Good Experience in Troubleshooting and helping the team wherever required. Any Graduate + ITIL certified. Good in communication, Positive energy, Positive attitude and Self learner. Passport (Mandate) Advantage - US business visa (B1)

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

Good in communication

Positive energy

Positive attitude

Self-learner

Years of experience needed -

5+ Years of experience in ServiceDesk Team Management and Leading the Team

Technical 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

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 Customers 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

Certifications Needed:

Any Graduate + ITIL certified

About Mphasis

Equal Opportunity Employer: