Job Description

Role : Team Leader - Service Desk

Location : Pune/Bangalore

Job Summary –

 Candidates with a minimum 6 years of Service Desk experience with minimum 2 years in Front Line Leadership / Management role– We are looking for candidates with domain expertise in End User Support Services, and skilled in technical troubleshooting and delivery operations management.

 Passport (Mandate); Advantage - US business visa (B1)

Years of experience needed – 5-8 years

Technical Skills :

 Analytical skills

 Effective Business Communication

 Coaching skills

 Operations Management

 SLA Management

 MS Office

 Operational knowledge of contact center platform and ITSM tool

 Performance Management skills

 Conflict management skills

 Capacity management

 Presentation skills

 Training need identification

 Technical Skills-Client Technical Service Awareness – Intermediate

 Technical Troubleshooting - Account Management/password reset - Advance.

 Technical Troubleshooting - OS – Advance

 Technical Troubleshooting - End Devices - Advance

 Ticketing Tool – Advance

 MS Office – Intermediate

 Contact center platform operating skills – Intermediate.

 Contact center platform reports – Intermediate.

 Networking concepts – Intermediate

 Client Process Knowledge – Advanced

 DMAIC Methodology – Intermediate

 Client Business Awareness – Advanced

 Telephone etiquette – Expert.

 Email etiquette – Expert.

 Customer service skills – Expert

 Knowledge Base Navigation Skills – Advanced

 Analytical skills – Intermediate

 Operations Management – Advanced

 SLA Management – Intermediate

 Effective Business Communication – Advance

 Decision Making Skills – Advance

 Measuring Performance/Performance Management Skills – Advance

 Coaching for Success – Advance

 Motivating Others – Advance

 Conflict Management Skills – Advance

 Patience – Advance

 Managing Stress – Advance

 Positive attitude to change – Advance.

 Attitude to feedback/willing to learn – Advance.

 Relating to Others – Advance

 Influencing Others – Advance

 Team Player – Advance

 Insight into the Customer's Mindset – Advance

 Solution Based Approach – Advance

 Follow Through – Advance

 Personal Credibility – Advance

 Self-Development – Intermediate

 Result Focus – Intermediate

 Drive to Win – Intermediate

 Recognize Efforts – Advanced

 Approachability – Advanced

 Dealing with Fairness – Expert

 Fostering Teamwork - Advanced

Management Skills :

 Supervise and review Service Desk activities.

 Review and ensure compliance to standards like PCI, ISO, ISMS, BCMS by facilitating audits by internal and external teams.

 Place hiring request and conducting interviews.

 Work with HR and support groups to improve employee retention and satisfaction.

 In-person feedback to reporting agents on daily basis regarding ticket hygiene and operational/procedural hygiene

 Root cause analysis, tracking and reporting of escalation and SLA misses.

 Attend change meetings and analyze potential impact to Service Desk operations.

 Performance appraisal and normalization

 Participate in calibration and collaboration meetings with support function leads.

 Conduct new hire technical and account specific training based on the requirements.

 Create, maintain, and update account training plan.

 Provide hands-on assistance to team members in case of issues, both through direct intervention and mentoring

 Prepare Score Cards and discuss and share feedback around improvement areas.

 Identify top performers and nominate for Rewards and Recognition and appreciation.

 Monitor ticket ageing reports and drive team members to work on ageing tickets.

 FCR analysis - find out controllable resolution errors that could have been resolved at L1.

Behavioral Skills :

 Good in communication

 Positive energy

 Positive attitude

 Self-learner

Qualification:

 Any Graduate

Certification:

 ITIL certified.

About Mphasis

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.