SERVICE DESK LEAD L1(CONTRACT)
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Key skills for this role
About the Role
Wipro is hiring a Service Desk Lead L1 on contract to support service desk agents, manage escalated tickets, coordinate with IT teams, and ensure service delivery performance. The role requires 3-5 years of experience and skills in service desk management.
Key Skills for This Role
Responsibilities
- Support the service desk agents in prompt delivery and customer service
- Manage and coordinate escalated work orders from the ServiceDesk team
- Coordinate with other IT teams for closure of escalated tickets
- Measure and report on service delivery performance metrics
- Conduct capacity planning and shift planning
Requirements
- 3 5 years of experience in service desk management
- Mandatory Skills: Service Desk Management
Full Job Posting
Job Description
- Role: Service desk lead
- 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
- 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
Mandatory Skills & Experience
- Mandatory Skills: Service Desk Management
- Experience: 3 5 Years
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