Job Description
Who are we looking for
Tech Lead - Service Desk Capability, who would be accountable for New Client Onboarding.
Job Responsibilities:
- Define, maintain and update service desk standards
- Measure compliance to service desk standards
- Respond to RFP and add on work from existing clients
- Effort estimation, service desk design
- Facilitate internal and external benchmarking exercises
- Study industry best practices and trends to be ahead of the change
- Build and conceptualize themes for the year to develop a practice leading to domain expertise
Experience:
Skills:
- Analytical skills
- Effective Business Communication
- SLA Management
- MS Office
- Decision making skills
- Solution and design
- Financial planning
- Business relationship Management
- Responding to RFP
- Knowledge and Proficiency Level
Technical Skills:
- Ticketing Tool - Advance
- MS Office - Advance
- Avaya Operating skills - Intermediate
- Avaya CMS Operations/Reports - Intermediate
- Nice Tool Operations - Beginner
- BP/IEX scheduling tool - Beginner
- Networking concepts - Intermediate
- Client Process Knowledge - Advance
- DMAIC - Advance
- Client Business Awareness - Intermediate
- Call Center Infrastructure - Advance
- Industry practices and trends - Intermediate
- Email etiquette - Advance
- Customer service skills - Advance
- KB Script development Skills - Advance
- Analytical skills - Advance
- Client Business relationship Management - Beginner
- SLA Management - Beginner
- Process Mapping/Engineering skills - Advance
Leadership &Behavioral Skills:
- Effective Business Communication - Advance
- Decision Making Skills - Advance
- Patience - Intermediate
- Managing Stress - Beginner
- Positive attitude to change - Intermediate
- Attitude to feedback/willing to learn - Intermediate
- Relating to Others - Intermediate
- Influencing Others - Intermediate
- Team Player - Intermediate
- Insight into the Customer's Mindset - Intermediate
- Solution Based Approach - Intermediate
- Follow Through - Intermediate
- Personal Credibility - Beginner
- Self-Development - Beginner
- Result Focus - Beginner
- Drive to Win - Beginner
- Establishing Focus - Intermediate
- Recognize Efforts - Intermediate
- Approachability - Intermediate
- Dealing with Fairness - Intermediate
- Fostering Teamwork - Intermediate
Domain Skills:
- Infrastructure Support - Service Desk - Advance
Process and QualitySkills:
- Information Security and compliance - Advance
- ITIL Expert - Advance
- GSD Standards - Advance
- Quality Management Systems - Advance
- Business Continuity Plan - Intermediate
- QMS - Advance
- ISMS concepts - Advance
- ISO concepts - Advance
- PMP - Advance
Qualification:
- Any Graduate
- More than 5 years of team handling experienced in Service Desk.
