Essential Duties and Responsibilities
- Manage shift operations, review ticket queue, review voice call queue, team productivity for the shift, training & coaching team members where needed, ensuring quality of service delivery by team members etc.
- Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace.
- To build and maintain a high performing support team, making sure the team are motivated, engaged and developing their skillsets
- Continually improving service delivery meeting business SLAs
- Able to handle the first level of escalations.
- Good ability to understand users requirements and apply to process
- Ability to help the team to successfully provide hardware/software/access problem analysis and resolution support
- Process Ownership, end to end management of all activities associated with the process
- Monitor the service desk tool for open and long pending incidents and track for resolution.
- Coaches and develops Service Desk staff through observation, one-on-one meetings, monitoring of employee and team performance & Process training.
- May oversee other ITIL processes and procedures as required by operations management
- Excellent inter-personal skills: able to inspire user and employee confidence.
- Supports and motivates others, encouraging them to achieve their goals, in alignment with organizational goals
- Continual Service Improvements Champion change, overcome obstacles and define solutions by promoting the CSI framework across the Service Desk.
- General Management Provide timely inputs to manager and support for all service desk documentation and procedures are observed, consistent, up- to- date, and relevant.
- Strong experience supporting end user customers in a service desk environment
- Excellent verbal and written communication skills
- Passion for technology & customer support
- Demonstrable ability to work in fast-paced, technical, cross functional environment, Cross-Team collaboration
- Team Oriented. Ability to logically prioritize tasks and schedule work accordingly
- Must be able to multitask effectively
- Flexibility towards shifts as per requirement
- Excellent inter-personal skills: diplomatic and able to inspire user and employee confidence.
- Delegates work appropriately and fairly supports and motivates others, encouraging them to achieve their goals, in alignment with organizational goals.
- Ensuring a high-quality customer experience, analysing CSAT and elevating customer satisfaction, while adhering to the SLAs and work processes.
- Monitoring agent calls, analysing performance and providing valuable feedback as well as charting out plans for improvement in quality & service standards.
- Defining service standards & guidelines that serve as benchmark for excellent service delivery; presenting various weekly / monthly MIS reports pertaining to process and productivity
Shift Timings :
- Rotational Shifts.
- 5 working days/week
Essential Certification:
- ITIL Foundation.
- A+ and N+ are added advantage for this position.