Job Summary

Position: Service Desk Lead Job Description: Lead Must be able to work on own initiative, work within the team ensuring all Service Desk technical objectives is delivered to the highest standard. Need to create a comprehensive training plan for newly hired Service Desk analysts, ongoing training for all levels of Service Desk members. Deliver continuous improvement across all disciplines Maintain project and support SLA targets. Take first level escalations and drive call reduction efforts Timely action and delivery of agent coaching regarding call handling, ticket quality and all other delegated coaching responsibilities.Need proactive attitude to make recommendations for new technology initiatives. General Description Responsibilities: - Lead will be responsible for managing daily servicedesk operations and must ensure all metrics are measured and adhered. Overall responsibility for processes, escalations, knowledge management within the service desk operations. To ensure compliance with policies, standards and processes as documented in the Knowledge Management database. Need to ensure any process changes are correctly replicated and implemented. Implement performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs. Review and follow-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery. Performs reviews on ageing of tickets and conducts pending ticket analysis with team members. Review escalations and implement corrective and preventive actions are in place. Good in initiating, proposing and in execution plan for Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP) Need to represent weekly / monthly operational review with stake holders. Train, coach and mentor Service Desk Analysts (Level 1 ). Oversee staff activities. Need to create training materials for support staff or newly on boarded team members. To ensure compliance with policies, standards and processes as documented in the Knowledge Management database Maintain high standard of quality of service at the Service Desk. Responsible for SLA Reporting Ensure the team achieves SLA attainment goals. Ensure ticket quality is meeting SLA and team is coached appropriately. Proficient in managing ServiceNow, report generation and data analysis. Key Qualification Proficient in Hardware, Networking and Microsoft Office Skills. Good knowledge of the ITSM tool SLA Management Proven ability to work with little supervision and identify issues requiring escalation ITIL knowledge would be an advantage Strong communication skills ,both spoken and written Ability to handle the team, coach, guide and instill responsibility . Customer Focused. Self disciplined and flexibility. Self starter/ self motivated Time and Conflict management. Ability to work with little supervision and identify issues requiring escalation. Ability to learn processes and procedures applicable to the account. Key Qualifications Soft Skills - Excellent communication and conversation skills (Verbal and Written) - People management - Good working knowledge of MS OFFICE - Should have great customer handling skills and managerial skill - Problem Solving - Flexibility & Availability - Customer Service Management Years of Experience Relevant : 4+ years of help desk, voice customer service, and support experience with problem solving involving hardware, involving hardware, software, and networks. Certification requirements - ServiceNow - Windows / Network related Certifications - ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Key Responsibilities

1. To ensure that calls/ chats are addressed within agreed SLAs
2. To maintain attendance, leave reports , breaks & shift rosters
3. To perform adhoc analyses, SIP activities and infrastructure management
4. To resolve escalations in a timely manner adhering to the process and quality compliance
5. To ensure positive customer satisfaction and feedback
6. To update knowledge base through accurate documentation and disseminating knowledge from analyses and reports prepared to team for facilitating effective performance of responsibilities

Lead will be responsible for managing daily servicedesk operations and must ensure all metrics are measured and adhered. Overall responsibility for processes, escalations, knowledge management within the service desk operations. To ensure compliance with policies, standards and processes as documented in the Knowledge Management database. Need to ensure any process changes are correctly replicated and implemented. Implement performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs. Review and follow-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery. Performs reviews on ageing of tickets and conducts pending ticket analysis with team members. Review escalations and implement corrective and preventive actions are in place. Good in initiating, proposing and in execution plan for Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP) Need to represent weekly / monthly operational review with stake holders. Train, coach and mentor Service Desk Analysts (Level 1 ). Oversee staff activities. Need to create training materials for support staff or newly on boarded team members. To ensure compliance with policies, standards and processes as documented in the Knowledge Management database Maintain high standard of quality of service at the Service Desk. Responsible for SLA Reporting Ensure the team achieves SLA attainment goals. Ensure ticket quality is meeting SLA and team is coached appropriately. Proficient in managing ServiceNow, report generation and data analysis.

Skill Requirements

Roficient in Hardware, Networking and Microsoft Office Skills. Good knowledge of the ITSM tool SLA Management Proven ability to work with little supervision and identify issues requiring escalation ITIL knowledge would be an advantage Strong communication skills ,both spoken and written Ability to handle the team, coach, guide and instill responsibility . Customer Focused. Self disciplined and flexibility. Self starter/ self motivated Time and Conflict management. Ability to work with little supervision and identify issues requiring escalation. Ability to learn processes and procedures applicable to the account.

Other Requirements

ServiceNow experience handling ITSM - Windows / Network related Certifications - ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred