Job Description
Role: Asst. Team Leader - Service Desk
Location: Pune
Minimum Education
Any Graduate + ITIL certified
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
Behavioral Skills
- Good in communication
- Positive energy
- Positive attitude
- Self learner
Qualification
- Any Graduate or pursuing last year of Graduation
What's in for you
- At Mphasis, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances, be abreast with the latest happenings in technology world and enjoy a satisfying work life balance.
- With the current opportunity, you will get to work with the team that has consistently been setting benchmarks for other deliveries in terms of delivery high CSATs, project completion on time and being one of the best teams to work for in the organization.
- You get an open and transparent culture along with freedom to experimentation and innovation
Who are we
Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. Over the years we have left an indelible impression in the IT solutions domain with an impressive clientele and an extensive global presence. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. Our integrated solutions offering is aimed at creating value for our customers, helping them in improving their business processes with minimum hassles and capital outlays.
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