SERVICE DESK LEAD L1

Role:

Service desk lead

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