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:
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.
Deliver
No.
Performance Parameter
Measure
Adherence to SoW
Adherence to TAT, SLA as per SoW
Minimal Escalation
Resolution Log Management
Ensuring timely & error free updation, record management
Timely closure of queries
Customer experience/ CSAT
Capability Building & Team Management
% trained on new age skills, Team attrition %, Employeesatisfaction score (ESAT)
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