JPC-221201 - Service Desk Manager/Lead
Job Posted: May 14, 2024 | Total views: 1

Job Description:

• Job Description

   

  Service Desk Manager (SDM)

  Language: Proficient in English (Read + Write + Speak) mandatory and

  Certification: Non-Native: Mandatory JPLT N1 ONLY and Minimum 2 years working for a voice Support for a customer

  Equivalent test of spoken and written and technical IT specific knowledge in both and English

   

  Role purpose: The Service Desk Manager is responsible for one delivery center to ensure all Metrics are measured and adhered. Owner of key measurements, Service Levels, and critical deliverables for SD services

  Main responsibilities:

  Performance of a single delivery center. Adherence to standards, measurement and reporting of metrics. Overall responsibility for processes, escalations, knowledge management within the DC

  New transitions and integration with the current teams. Knowledge acquisition, completion of documentation, management of infrastructure requirements, and all requirements that are associated with the new transitions. Operations reporting and gove
  ance meetings.

  Major activities:

  · Manages all activities in the Delivery center

  · Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes sure they are aligned

  · Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM – Workforce Management)

  · Ensures process changes are implemented

  · Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.

  · Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center

  · Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.

  · Reviews escalations and implements corrective and preventive actions on DC level

  · Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)

  · Supervises performance of the team and is responsible for their qualification

  · Attends the monthly quality meeting, BMC Remedy Resolver Group Team Leads meeting, and the SD Monthly Call (SDMC)

   

  Service Desk Team Lead

  Language: Proficient in English (Read + Write + Speak) mandatory and

  Certification

  Non-Native: Mandatory JPLT N1 ONLY and Minimum 2 years working for a voice Support for a customer

  Equivalent test of spoken and written and technical IT specific

  knowledge in both and English

   

  Role purpose: The Service Desk Team Lead leads a team of Service Desk Agents.

  Main responsibilities:

  Accurate recording and tracking of customer requests. Adherence to SLAs on team level. Performance of the team.

  Major activities:

  · Monitors open tickets for service level breaches

  · Identifies potentially major problems

  · Uses established procedures, guidelines, and standards

  · Responds to changing business needs by recommending new ways to handle new issues

  · Monitors the direction of appropriate incident tracking processes to be followed by team

  · Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure

  · Conducts leave and resource management for each queue

  · Handles escalated calls

  · Implements SIP and CIP

  · Conducts quality audits, coaches, and mentors the team members

  · Prepares Materials for: Escalation calls thrice a week, Low CSAT calls twice a week, Help File calls, Incident Management calls, and First Call Fix exception calls

  · Attends the monthly quality meeting and BMC Remedy Resolver Group Team Leads

About Company :
Purview is a leading Digital Cloud & Data Engineering company headquartered in Edinburgh, United Kingdom having a presence in 14 countries India (Hyderabad, Bangalore, Chennai and Pune), Poland, Germany, Finland, Netherlands, Ireland, USA, UAE, Oman, Singapore, Hong Kong, Malaysia and Australia.

We have a strong presence in UK, Europe and APEC, providing services to Captive Clients (HSBC, NatWest, Northern Trust, IDFC First Bank, Nordia Bank etc) in fully managed solutions and co-managed capacity models. Also, we support various top IT tier 1 organisations (Capgemini, Deloitte, Wipro, Virtusa, L&T, CoForge, TechM and more) to deliver solutions and workforce/resources.

Company Info: