Link Group Looking for Team Lead, Service Desk at Mumbai, Maharashtra Full Time

The purpose of the role is to ensure that the services being delivered to support our staff and Client are timely, effective, and consistent by leading the Service Desk, coordinating the efforts of the Service Desk Analysts to ensure operational service delivery is performed to a high standard.

Ticket escalation, monitoring of the service desk queues, ensure compliance of Service Levels and Operational Levels are being met. Identify opportunities to improve established practices, identify and implement process automation there will also be an element of mentoring required, helping guide staff into opportunities of learning and development where relevant.

Key Accountabilities and Main Responsibilities

Operational Management

Assist with the direction in the execution of the Service Desk duties

Monitoring of the ticket queue, ensuring higher priority tickets are dealt with in a timely and professional manner

Foster learning and growing through with mentoring and on the job training

Incident & request management and escalation

Provide an escalation point for all user support issues

Keep stakeholders up-to-date with resolution efforts on current incidents

Manage and coordinate urgent and complicated issues

Coordinate Service Desk requests against SLAs and/or agreed metrics

Ensure Service Desk resource coverage during agreed hours of service, including rosters, out of hours support, holiday coverage.

Manage, maintain and deliver documentation relevant to the Service Desk processes and operations, including work instructions and procedures

Ensure Service Desk processes, procedures and work instructions are executed correctly and consistently by all staff.

Holds self and others accountable to meet commitments

Builds partnerships and works collaboratively with others to meet shared objectives

Develops and delivers communications that convey a clear understanding of the unique needs of different audiences

Builds strong customer relationships and delivers customer-centric solutions

Making good decisions based upon a mixture of analysis, wisdom, experience, and judgment

Produce results by making the best use of the resources available

Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses

Actively seek new ways to grow and be challenged using both formal and informal development channels

Anticipating and adopting innovations in business-building digital and technology applications

Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement

Experience & Personal Attributes

5 + years’ experience in IT

Expert skills and experience in Service Desk processes

Expert skills and experience in Service Management tooling

A degree qualification in Information Technology

ITIL V3 / V4 qualification essential

Good communication and interpersonal skills

Ability to communicate technical information in a clear and understandable manner to non-technical stakeholders

A track record in 1st Line incident diagnosis and resolution

Proven ability to work flexibly and adapt to demand

Customer focused

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients’ needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our HUB in Mumbai has people working from state-of-the-art premises and plays a strategic role by providing operations processing and technology services and support, for Link Group businesses across the globe. We are rapidly growing our Mumbai team to build greater capability within the organisation, and provide specialised local services supported by the strength and scale of Link Group’s global operations and knowledge base.

Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

Candidates must have the relevant work rights to be considered for an opportunity at Link Group. Successful applicants will be required to complete background screening prior to commencement of employment.