Job Description

Role:

Service desk lead

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Do:

- To support the service desk agents in prompt delivery & customer service
- Advise and collaborate with the agents on current issues and works toward the resolution of tickets
- Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up
- Coordinate with other IT teams as appropriate for closure of any escalated ticket
- Act as a liaison between Service Desk and other teams to ensure effective communication between teams
- To provide liaison and governance at both internal & client levels
- Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations
- Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets
- Lead in the development of good customer service practices across the service desk
- Produce statistics and management reports of the service desk to client & management
- Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines
- Capacity planning and capability development 
- Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment
- Conduct shift planning to meet the service requirements of the client as per SLAs agreed
- Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk 
- Assist SD agents by providing first line support when workloads are high, or where additional experience is required
- Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers. 
- Team Management
- Resourcing
- Forecast talent requirements as per the current and future business needs
- Hire adequate and right resources for the team 
- Train direct reportees to make right recruitment and selection decisions 
- Talent Management
- Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability &effectiveness
- Build an internal talent pool of HiPos and ensure their career progression within the organization
- Promote diversity in leadership positions
- Performance Management
- Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
- In case of performance issues, take necessary action with zero tolerance for will based performance issues
- Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
- Employee Satisfaction and Engagement
- Lead and drive engagement initiatives for the team
- Track team satisfaction scores and identify initiatives to build engagement within the team
- Proactively challenge the team with larger and enriching projects/initiatives for the organization or team 
- Exercise employee recognition and appreciation

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