Role Purpose
The purpose of this role is to serve as a support, escalationpoint for the agents in solving issues presented to the Account ServiceDesk
Do
To support the service desk agents in prompt delivery &customer service
Advise and collaborate with the agents on current issues andworks 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 anyescalated ticket
Act as a liaison between Service Desk and other teams to ensureeffective communication between teams
To provide liaison and governance at both internal &client levels
Undertake a weekly review of the First Line Service Desk callqueues to ensure no unauthorized changes & mitigation of escalations
Measure and report on service delivery performance metricsincluding customer satisfaction surveys and the incident tickets
Lead in the development of good customer service practicesacross the service desk
Produce statistics and management reports of the service desk toclient & management
Communicate all process related changes and technical updates tothe team within specific timelines to ensure adherence to service deskguidelines
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 theclient as per SLAs agreed
Perform briefings to Service Desk agents on changes ordeployments that may affect volumes at the Service Desk
Assist SD agents by providing first line support when workloadsare high, or where additional experience is required
Develop team skills and capability in managing processes toreach the desired productivity and efficiency by conducting processtraining/ refresher courses, providing performance feedback and managingbottom quartile team performers.
Team Management
Resourcing
Forecast talent requirements as per the current and futurebusiness needs
Hire adequate and right resources for the team
Train direct reportees to make right recruitment and selectiondecisions
Talent Management
Ensure 100% compliance to Wipro’s standards of adequateonboarding and training for team members to enhance capability &effectiveness
Build an internal talent pool of HiPos and ensure their careerprogression within the organization
Promote diversity in leadership positions
Performance Management
Set goals for direct reportees, conduct timely performancereviews and appraisals, and give constructive feedback to directreports.
In case of performance issues, take necessary action with zerotolerance for ‘will’ based performance issues
Ensure that organizational programs like Performance Nxtarewellunderstood and that the team is taking the opportunities presented bysuch programs to their and their levels below
Employee Satisfaction and Engagement
Lead and drive engagement initiatives for the team
Track team satisfaction scores and identify initiatives to buildengagement within the team
Proactively challenge the team with larger and enrichingprojects/ initiatives for the organization or team
Exercise employee recognition and appreciation
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Location Head – Service Desk
Regular reporting & updates
V&A Trainers
For regular coordination on the V&A skills of the SD team
Operations/ Business teams
Review of SD delivery performance, issue alerts and mitigation,capacity planning etc.
External
Clients
Service Desk Delivery as per process, performance data andmetrices, process training etc.
Display
Lists the competencies required to perform this role effectively:
Functional Competencies/ Skill
Domain knowledge – Knowledge of customer processes,performance metrices etc. -Expert
Functional knowledge – Knowledge of Service deliveryprocesses and management, key performance parameters for ServiceDelivery performance etc. -Expert
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well.
Expert
Applies the competency in all situations and is serves as a guideto others as well.
Master
Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognised within the entire organization.
Behavioral Competencies
Formulation & Prioritization
Managing Complexity
Client centricity
Execution Excellence
Passion for Results
Team Management
Stakeholder Management
Deliver
No.
Performance Parameter
Measure
1.
Adherence to SoW
Adherence to TAT, SLA as per SoW
Minimal Escalation
2.
Resolution Log Management
Ensuring timely & error free updation, record management
Timely closure of queries
Customer experience/ CSAT
3.
Capability Building & Team Management
% trained on new age skills, Team attrition %, Employeesatisfaction score (ESAT)
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