ARA Resources Looking for Team Lead -Service Desk at Pune, Maharashtra Full Time

Job Description

Abount the Company :
ARA’s client is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO), and Infrastructure services globally through a combination of technology know-how, domain, and process expertise. The accolades it has been garnering can be attributed to their undeterred focus on delivering quality solutions across verticals that meet the challenging requirements of their esteemed customers. They have also been ranked 29 of the 100 largest financial technology vendors by American Banker and BAI in the FinTech Forward Top 100 rankings.

The Role :
Service Desk Operations(Team Leader) – L5

Key Responsibilities:
Supervise and review service desk activities

Review and ensure compliance to standards like GSD, 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

Conduct reviews on key performance indicators and provide feedback

Root cause analysis of escalation and SLA misses

Attend change meetings and manage change communication to production teams

Performance appraisal and normalization

Skills Required:
Passport (Mandate) Advantage – US business visa (B1)

Analytical skills

Effective Business Communication

Coaching skills

Operations Management

SLA Management

MS Office

Operate Avaya and Nice Tool

Performance Management skills

Conflict management skills

Financial planning

Capacity management

Presentation skills

Training need identification

Technical Skills:
Client Technical Service Awareness – Advance

Ticketing Tool – Intermediate

MS Office – Advance

Networking concepts – Intermediate

Client Process Knowledge – Intermediate

DMAIC Methodology – Advance

Client Business Awareness – Advance

Analytical skills – Expert

Operations Management – Advance

Client Business relationship Management – Advance

SLA Management – Advance

Financial understanding of the Business – Beginner

Effective Business Communication – Expert

Decision Making Skills – Expert

Measuring Performance/Performance Management Skills – Advance

Coaching for Success – Advance

Motivating Others – Advance

Business Acumen – Beginner

Growing the Business – Beginner

Championing Change – Intermediate

Identify and Build Talent – Beginner

Develop Others – Beginner

Conflict Management Skills – Advance

Patience – Advance

Managing Stress – Advance

Positive attitude to change – Advance

Attitude to feedback/willing to learn – Advance

Relating to Others – Expert

Influencing Others – Expert

Team Player – Expert

Insight into the Customer’s Mindset – Expert

Solution Based Approach – Expert

Follow Through – Expert

Personal Credibility – Advance

Self-Development – Advance

Result Focus – Advance

Drive to Win – Advance

Establishing Focus – Advance

Recognize Efforts – Advance

Approachability – Advance

Dealing with Fairness – Advance

Fostering Team Work – Advance

Organization Agility – Beginner

Managerial Courage – Intermediate

Challenging Status Quo – Intermediate

Intelligent Risk-taking – Intermediate

Create a Learning Culture – Beginner

Channelling Innovation – Beginner

Qualifications & Experience:
Any Graduate + ITIL certified

Experience 5+ year minimum into Service Desk (IVP)

Required 2 years minimum Team leader experience

Required Skills

team manager, BMC ITSM, Techincal Troubleshooting, Ticketing System experience

Educational Qualification

Any Graduate + ITIL certified

Sep 20, 2022

Pay Rate

1200000 – 1300000 INR Per Annum

4 – 6 Years Exp.

13 Vacancies