Team Lead- Enterprise HelpDesk

Role

Service Desk Lead

Job Description

Manage a team of Technical Service Desk Analysts by providing them assistance to perform their day-to-day task smoothly. Ensure the internal and external governance and reporting is adhered to. Should be a team player and work with team for common cause. Collaborate with internal and client stakeholders in driving continuous improvement

Roles And Responsibilities

• Monitor call and ticket volumes to ensure the SLA's are met
• Good understanding of CPI's, KPI's and CSAT tracking, measurement, analysis, and drive improvements
• Keep track of staffing and scheduling to ensure adequate staff are available to manage the volume
• Report on daily performance to internal and client stakeholders
• Be part of internal and external reviews
• Perform analysis of the tickets to improve the first-time fix and reduce hops, aging and backlog of tickets
• Work closely with Quality, Training, Knowledge Management, Incident Management and Service Transition team to run smooth operations
• Handle and respond to escalations with proper RCA and artefacts
• Maintain connect with internal and client stakeholders if any issues need attention for resolution or work stoppage
• Drive Continuous Service Improvement
• Should be able to take calls and chats as and when needed

Skill Sets

• Strong interpersonal and communication skills with ability to manage diverse teams
• Analytical mindset to proactively identify issues and resolve / highlight them
• Well versed with Excel, ServiceNow and Telephony reporting along with good presentation skills
• Strong understanding of ITSM processes & ITIL

Work Experience

• 5 years of experience in Technical Service Desk with 3 years in Leads role

Educational Qualification

• Bachelor of Computer / IT / Application
• ITIL 4 Certification preferred