SERVICE DESK LEAD L2

Wipro; Maharashtra; Sur place; INR 800 000 - 1 500 000; Plein temps

Résumé du poste

Wipro in India, Maharashtra is seeking a Service Desk Lead to oversee the service desk operations, mentor agents, and drive incident resolution in alignment with SLAs. The role emphasizes governance, cross-team collaboration, and performance reporting.

The ideal candidate has 5-8 years of service desk experience, with strong leadership and stakeholder-management skills, and will contribute to CSI and ongoing service improvements. This is a full-time on-site position.

Qualifications

• Mandatory skills include TIS Service Desk.
• 5-8 years of experience in service desk roles.

Responsabilités

• Support the service desk agents in prompt delivery and customer service.
• Advise and collaborate with the agents on current issues and work toward resolution of tickets.
• Manage and coordinate escalated work orders from the ServiceDesk team that require additional troubleshooting and follow-up.
• Coordinate with other IT teams as appropriate for closure of escalated tickets.
• Act as a liaison between Service Desk and other teams to ensure effective communication between teams.
• Provide liaison and governance at both internal and client levels.
• Weekly review of First Line Service Desk call queues to ensure no unauthorized changes and mitigation of escalations.
• Measure and report on service delivery performance metrics including customer satisfaction surveys and incident tickets.
• Lead in the development of good customer service practices across the service desk.
• Produce statistics and management reports of the service desk to client and management.
• Communicate all process related changes and technical updates to the team within timelines to ensure adherence to service desk guidelines.
• Capacity planning and capability development.
• Conduct capacity planning to provide number of agents and skill levels to meet Account Service Desk process fulfillment.
• Conduct shift planning to meet service requirements per SLAs.
• Brief Service Desk agents on changes or deployments affecting volumes.
• Assist SD agents with first line support when workloads are high.
• Develop team skills and capability through training and performance feedback.
• Team management and resourcing.
• Forecast talent requirements and hire adequate resources.
• Train direct reportees for recruitment decisions.
• Talent management and succession planning.
• Ensure 100% onboarding/training compliance and build internal HiPo pool.
• Promote diversity in leadership positions.
• Performance management and appraisals.
• Set goals, conduct reviews, and provide feedback.
• Address performance issues with appropriate actions.
• Support organizational programs like Performance Nxt.
• Employee satisfaction and engagement initiatives.
• Lead engagement initiatives and track team satisfaction.
• Proactively challenge the team with larger projects for growth.
• Recognize and appreciate team efforts.

Connaissances

TIS Service Desk

Description du poste

• - To support the service desk agents in prompt delivery & customer service
• - Advise and collaborate with the agents on current issues and works 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 any escalated ticket
• - Act as a liaison between Service Desk and other teams to ensure effective communication between teams
• - To provide liaison and governance at both internal & client levels
• - Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations
• - Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets
• - Lead in the development of good customer service practices across the service desk
• - Produce statistics and management reports of the service desk to client & management
• - Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines
• - 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 the client as per SLAs agreed
• - Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk
• - Assist SD agents by providing first line support when workloads are high, or where additional experience is required
• - Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers.
• - Team Management
• - Resourcing
• - Forecast talent requirements as per the current and future business needs
• - Hire adequate and right resources for the team
• - Train direct reportees to make right recruitment and selection decisions
• - Talent Management
• - Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability &effectiveness
• - Build an internal talent pool of HiPos and ensure their career progression within the organization
• - Promote diversity in leadership positions
• - Performance Management
• - Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
• - In case of performance issues, take necessary action with zero tolerance for will based performance issues
• - Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such 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 build engagement within the team
• - Proactively challenge the team with larger and enriching projects/initiatives for the organization or team
• - Exercise employee recognition and appreciation

Job description

Job Description

Role:

Service desk lead

Do:

• - To support the service desk agents in prompt delivery & customer service
• - Advise and collaborate with the agents on current issues and works 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 any escalated ticket
• - Act as a liaison between Service Desk and other teams to ensure effective communication between teams
• - To provide liaison and governance at both internal & client levels
• - Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations
• - Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets
• - Lead in the development of good customer service practices across the service desk
• - Produce statistics and management reports of the service desk to client & management
• - Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines
• - 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 the client as per SLAs agreed
• - Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk
• - Assist SD agents by providing first line support when workloads are high, or where additional experience is required
• - Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers.
• - Team Management
• - Resourcing
• - Forecast talent requirements as per the current and future business needs
• - Hire adequate and right resources for the team
• - Train direct reportees to make right recruitment and selection decisions
• - Talent Management
• - Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability &effectiveness
• - Build an internal talent pool of HiPos and ensure their career progression within the organization
• - Promote diversity in leadership positions
• - Performance Management
• - Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
• - In case of performance issues, take necessary action with zero tolerance for will based performance issues
• - Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such 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 build engagement within the team
• - Proactively challenge the team with larger and enriching projects/initiatives for the organization or team
• - Exercise employee recognition and appreciation

Mandatory Skills:

TIS Service Desk.

Experience:

5-8 Years.

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