Wipro Looking for Information Technology Service Desk Lead at Mysuru, Karnataka, India

Job Description:

Looking for Service Desk professionals who have good exposure in leading and handling global clients.

We are looking for an Expert in IT Service Desk to lead and manage our team of IT Service Desk professionals, ensuring prompt and effective resolution of technical issues, and delivering exceptional customer service to internal and external stakeholders.

1. Agreed KPIs fulfilment on coordination with Business and Internal team on completion.
2. Reporting Preparation and Review.
3. Enablement of Training Session to reports.
4. Ensure all the Tickets are closed within the Response and Resolution SLAs agreed.
5. Track all the Tickets in the Queue closely and ensure timely and right update of the Ticket statuses.
6. Collaborate with multiple support groups to achieve the resolution as soon as possible.
7. Focus on minimizing the business impact in parallel while working for the resolution.
8. Ensure Process adherence is achieved and there are no compliance issues.
9. Monitor and report on process performance to the Customer and Senior Management.
10. Maintain effective communication with all key stakeholders, Senior Management, Customers, Users, and technical staff.
11. Engage in Process and Service improvements as required.
12. Maintain Shift roster and proper shift handover during the Shift changes.
13. Review end user CSAT and initiate corrective actions as required.
14. Respond to Customer and Internal escalations and implement the suggested actions.
15. Conduct Process refresher trainings to maintain Process awareness and adherence.
16. Ensure Ticket audit is done, and corrective actions are taken.
17. Review ticket backlogs, tickets nearing missing the SLAs, tickets on hold for a long time.
18. Prepare Trend reports to provide required inputs to Problem management practice.
19. Monitor the effectiveness of the IT Service Management tool and make recommendations for continued enhancements.

Role: Service Desk Operation Manager

Functional Area: IT & IT Infra

Employment Type: Full Time, Permanent

• Role Category: B1

If interested, please share your resume to the email ID below:

rakesh.n46@wipro.com

While sharing resumes, the subject line of the email should be:

Service Desk Lead – Mysuru