Technical Lead - Service Desk

Tech Lead - SD Capability

Job Description

Who are we looking for?

Tech Lead - Service Desk Capability, who would be accountable for New Client Onboarding.

Job Responsibilities:

• Define, maintain and update service desk standards
• Measure compliance to service desk standards
• Respond to RFP and add on work from existing clients
• Effort estimation, service desk design
• Facilitate internal and external benchmarking exercises
• Study industry best practices and trends to be ahead of the change
• Build and conceptualize themes for the year to develop a practice leading to domain expertise

Experience:

• More than 5 years

Skills:

• Analytical skills
• Effective Business Communication
• SLA Management
• MS Office
• Decision making skills
• Solution and design
• Financial planning
• Business relationship Management
• Responding to RFP
• Knowledge and Proficiency Level

Technical Skills:

• Ticketing Tool - Advance
• MS Office - Advance
• Avaya Operating skills - Intermediate
• Avaya CMS Operations/Reports - Intermediate
• Nice Tool Operations - Beginner
• BP/IEX scheduling tool - Beginner
• Networking concepts - Intermediate
• Client Process Knowledge - Advance
• DMAIC - Advance
• Client Business Awareness - Intermediate
• Call Center Infrastructure - Advance
• Industry practices and trends - Intermediate
• Email etiquette - Advance
• Customer service skills - Advance
• KB Script development Skills - Advance
• Analytical skills - Advance
• Client Business relationship Management - Beginner
• SLA Management - Beginner
• Process Mapping/Engineering skills - Advance

Leadership & Behavioral Skills:

• Effective Business Communication - Advance
• Decision Making Skills - Advance
• Patience - Intermediate
• Managing Stress - Beginner
• Positive attitude to change - Intermediate
• Attitude to feedback/willing to learn - Intermediate
• Relating to Others - Intermediate
• Influencing Others - Intermediate
• Team Player - Intermediate
• Insight into the Customer's Mindset - Intermediate
• Solution Based Approach - Intermediate
• Follow Through - Intermediate
• Personal Credibility - Beginner
• Self-Development - Beginner
• Result Focus - Beginner
• Drive to Win - Beginner
• Establishing Focus - Intermediate
• Recognize Efforts - Intermediate
• Approachability - Intermediate
• Dealing with Fairness - Intermediate
• Fostering Teamwork - Intermediate

Domain Skills:

• Infrastructure Support - Service Desk - Advance

Process and Quality Skills:

• Information Security and compliance - Advance
• ITIL Expert - Advance
• GSD Standards - Advance
• Quality Management Systems - Advance
• Business Continuity Plan - Intermediate
• QMS - Advance
• ISMS concepts - Advance
• ISO concepts - Advance
• PMP - Advance

Qualification:

• Any Graduate
• More than 5 years of team handling experienced in Service Desk.