Service desk lead - L1

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 Service Desk 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 Hi Pos 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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