Service Desk - Lead
Coralai · Bengaluru · onsite · Posted 30d ago
Undisclosed4–5 yrsfulltimeSourced from
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About this role
Education Qualification : Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.
Job Description
The Service Desk Team Lead is expected to manage the daily operations of a service desk, leading a team to ensure efficient incident management, customer satisfaction, and continuous improvement of processes and team performance.
Roles and Responsibilities:
Monitor performance and coach members to continuously improve their technical skills and quality of service
Coordinate with WFM to schedule training sessions, back-office activities and vacations
Manage Timesheets each week (PSA)
Implement initiatives to improve member satisfaction and career progression
Manage client escalations and client dissatisfaction
Plan and implement procedures and systems to maximize operating efficiency
Prepare and provide status, RCA and compliance reports
Work experience required:
Technical and customer service experience
ITIL and/or HDI certification in incident management preferred
Independently mange a team of Service Desk analysts to achieve OLAs
Work in North American business hours and supervise a 24x7 operation
Collaborate with local and global teams, internal and external customers and service providers
Education Level:
A graduate or post graduate degree, preferably in IT or Business Management
General Requirements:
Dynamic communication, leadership and group management skills
Able to work independently and as part of an international team
Good organizational and analytical skills
Stress and priority management skills
Able to manage more than one project at a time and to respect tight deadlines
Autonomous, innovative and resourceful
Quick learner
Mandatory technical requirements: (years of experience, skills, level of expertise)
Excellent communication skills, both written and oral, in English; French an asset
5-6 years of experience in a technical contact center environment
3-4 years of Service level Management
3-4 years of Coaching & Performance Management
5 years of Problem Solving
3-4 years of ITIL Incident Management
5 years customer service experience
3-5 Reporting and Analysis, Collaboration and Teamwork, Conflict Management
Good overall technical knowledge in Windows XP, Outlook, Office XP, etc
Working knowledge of various ticketing systems: ITSM, Remedy HD, Remedy AR, and Heat
Experience in project management an asset
Other requirements: (to have)
Resource Management, Planning and Organization, Knowledge Management and Client/Onsite relationship management
Job Description
The Service Desk Team Lead is expected to manage the daily operations of a service desk, leading a team to ensure efficient incident management, customer satisfaction, and continuous improvement of processes and team performance.
Roles and Responsibilities:
Monitor performance and coach members to continuously improve their technical skills and quality of service
Coordinate with WFM to schedule training sessions, back-office activities and vacations
Manage Timesheets each week (PSA)
Implement initiatives to improve member satisfaction and career progression
Manage client escalations and client dissatisfaction
Plan and implement procedures and systems to maximize operating efficiency
Prepare and provide status, RCA and compliance reports
Work experience required:
Technical and customer service experience
ITIL and/or HDI certification in incident management preferred
Independently mange a team of Service Desk analysts to achieve OLAs
Work in North American business hours and supervise a 24x7 operation
Collaborate with local and global teams, internal and external customers and service providers
Education Level:
A graduate or post graduate degree, preferably in IT or Business Management
General Requirements:
Dynamic communication, leadership and group management skills
Able to work independently and as part of an international team
Good organizational and analytical skills
Stress and priority management skills
Able to manage more than one project at a time and to respect tight deadlines
Autonomous, innovative and resourceful
Quick learner
Mandatory technical requirements: (years of experience, skills, level of expertise)
Excellent communication skills, both written and oral, in English; French an asset
5-6 years of experience in a technical contact center environment
3-4 years of Service level Management
3-4 years of Coaching & Performance Management
5 years of Problem Solving
3-4 years of ITIL Incident Management
5 years customer service experience
3-5 Reporting and Analysis, Collaboration and Teamwork, Conflict Management
Good overall technical knowledge in Windows XP, Outlook, Office XP, etc
Working knowledge of various ticketing systems: ITSM, Remedy HD, Remedy AR, and Heat
Experience in project management an asset
Other requirements: (to have)
Resource Management, Planning and Organization, Knowledge Management and Client/Onsite relationship management
Skills:
- Communication
- Help Desk/IT Services
- Incident response
- ITIL
- Service Desk
Sourced from naukri
Skills
Customer ServiceBusiness Managementcustomer satisfactionitsmResource Managementcontact centerknowledge managementIncident ResponseProject ManagementticketingHelpdeskcomplianceperformance managementRelationship Management