Experience: 8-15 Years
Location: Gurugram/Pune
Shift: 24*7
Role
Service Desk Lead
Job Description
Manage a team of Technical Service Desk Analysts by providing them assistance to perform their day-to-day task smoothly. Ensure the internal and external governance and reporting is adhered to. Should be a team player and work with team for common cause. Collaborate with internal and client stakeholders in driving continuous improvement
Roles And Responsibilities
- Monitor call and ticket volumes to ensure the SLA's are met
- Good understanding of CPI's, KPI's and CSAT tracking, measurement, analysis, and drive improvements
- Keep track of staffing and scheduling to ensure adequate staff are available to manage the volume
- Report on daily performance to internal and client stakeholders
- Be part of internal and external reviews
- Perform analysis of the tickets to improve the first-time fix and reduce hops, aging and backlog of tickets
- Work closely with Quality, Training, Knowledge Management, Incident Management and Service Transition team to run smooth operations
- Handle and respond to escalations with proper RCA and artefacts
- Maintain connect with internal and client stakeholders if any issues need attention for resolution or work stoppage
- Drive Continuous Service Improvement
- Should be able to take calls and chats as and when needed
Skill Sets
- Strong interpersonal and communication skills with ability to manage diverse teams
- Analytical mindset to proactively identify issues and resolve / highlight them
- Well versed with Excel, ServiceNow and Telephony reporting along with good presentation skills
- Strong understanding of ITSM processes & ITIL
Educational Qualification
- Bachelor of Computer / IT / Application
- ITIL 4
