Service desk lead

Overview:

Role Purpose

The purpose of this role is to serve as a support, escalationpoint for the agents in solving issues presented to the Account ServiceDesk

Do

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  To support the service desk agents in prompt delivery &customer service
  • Advise and collaborate with the agents on current issues andworks 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 anyescalated ticket
  • Act as a liaison between Service Desk and other teams to ensureeffective communication between teams

• 
  To provide liaison and governance at both internal &client levels
  • Undertake a weekly review of the First Line Service Desk callqueues to ensure no unauthorized changes & mitigation of escalations
  • Measure and report on service delivery performance metricsincluding customer satisfaction surveys and the incident tickets
  • Lead in the development of good customer service practicesacross the service desk
  • Produce statistics and management reports of the service desk toclient & management
  • Communicate all process related changes and technical updates tothe team within specific timelines to ensure adherence to service deskguidelines

• 
  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 theclient as per SLAs agreed
  • Perform briefings to Service Desk agents on changes ordeployments that may affect volumes at the Service Desk
  • Assist SD agents by providing first line support when workloadsare high, or where additional experience is required
  • Develop team skills and capability in managing processes toreach the desired productivity and efficiency by conducting processtraining/ refresher courses, providing performance feedback and managingbottom quartile team performers.

• Team Management
  • Resourcing
    • Forecast talent requirements as per the current and futurebusiness needs
    • Hire adequate and right resources for the team

• Train direct reportees to make right recruitment and selectiondecisions

• Talent Management
  • Ensure 100% compliance to Wipro’s standards of adequateonboarding and training for team members to enhance capability &effectiveness
  • Build an internal talent pool of HiPos and ensure their careerprogression within the organization

• Promote diversity in leadership positions

• Performance Management
  • Set goals for direct reportees, conduct timely performancereviews and appraisals, and give constructive feedback to directreports.
  • In case of performance issues, take necessary action with zerotolerance for ‘will’ based performance issues

• Ensure that organizational programs like Performance Nxtarewellunderstood and that the team is taking the opportunities presented bysuch 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 buildengagement within the team

• Proactively challenge the team with larger and enrichingprojects/ initiatives for the organization or team

• Exercise employee recognition and appreciation

Stakeholder Interaction

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
  • Domain knowledge – Knowledge of customer processes,performance metrices etc. -Expert
  • Functional knowledge – Knowledge of Service deliveryprocesses and management, key performance parameters for ServiceDelivery performance etc. -Expert

• 
  Behavioral Competencies
  • Formulation & Prioritization
  • Managing Complexity
  • Client centricity
  • Execution Excellence
  • Passion for Results
  • Team Management
  • Stakeholder Management

Deliver