Service desk lead l1Wipro

Job Description:
Role Purpose
The purpose of this role is to serve as a support, escalationpoint for the agents in solving issues presented to the Account ServiceDesk
Do
To support the service desk agents in prompt delivery &customer service
Advise and collaborate with the agents on current issues andworks 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 anyescalated ticket
Act as a liaison between Service Desk and other teams to ensureeffective communication between teams
To provide liaison and governance at both internal &client levels
Undertake a weekly review of the First Line Service Desk callqueues to ensure no unauthorized changes & mitigation of escalations
Measure and report on service delivery performance metricsincluding customer satisfaction surveys and the incident tickets
Lead in the development of good customer service practicesacross the service desk
Produce statistics and management reports of the service desk toclient & management
Communicate all process related changes and technical updates tothe team within specific timelines to ensure adherence to service deskguidelines
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 theclient as per SLAs agreed
Perform briefings to Service Desk agents on changes ordeployments that may affect volumes at the Service Desk
Assist SD agents by providing first line support when workloadsare high, or where additional experience is required
Develop team skills and capability in managing processes toreach the desired productivity and efficiency by conducting processtraining/ refresher courses, providing performance feedback and managingbottom quartile team performers.
Team Management
Resourcing
Forecast talent requirements as per the current and futurebusiness needs
Hire adequate and right resources for the team
Train direct reportees to make right recruitment and selectiondecisions
Talent Management
Ensure 100% compliance to Wipro's standards of adequateonboarding and training for team members to enhance capability &effectiveness
Build an internal talent pool of HiPos and ensure their careerprogression within the organization
Promote diversity in leadership positions
Performance Management
Set goals for direct reportees, conduct timely performancereviews and appraisals, and give constructive feedback to directreports.
In case of performance issues, take necessary action with zerotolerance for 'will' based performance issues
Ensure that organizational programs like Performance Nxtarewellunderstood and that the team is taking the opportunities presented bysuch 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 buildengagement within the team
Proactively challenge the team with larger and enrichingprojects/ initiatives for the organization or team
Exercise employee recognition and appreciation
Display
Lists the competencies required to perform this role effectively:
Functional Competencies/ Skill
Domain knowledge - Knowledge of customer processes,performance metrices etc. -Expert
Functional knowledge - Knowledge of Service deliveryprocesses and management, key performance parameters for ServiceDelivery performance etc. -Expert
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.
Behavioral Competencies
Formulation & Prioritization
Managing Complexity
Client centricity
Execution Excellence
Passion for Results
Team Management
Stakeholder Management
Deliver
No.
Performance Parameter
Measure
1.
Adherence to SoW
Adherence to TAT, SLA as per SoW
Minimal Escalation
2.
Resolution Log Management
Ensuring timely & error free updation, record management
Timely closure of queries
Customer experience/ CSAT
3.
Capability Building & Team Management
% trained on new age skills, Team attrition %, Employeesatisfaction score (ESAT)
To provide 1st line technical support; answering support queries via phone, email, Chat and Web
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
To take ownership of user problems and be proactive when dealing with user issues.
Logging / verifying customer details
Identifying the issue and categorizing / prioritize the incident
Creating a ticket in CRM tool like ServiceNow
Referring KB for workaround / resolution and attempting resolution
Strong interpersonal skills are a prerequisite.
Ability to work effectively in a dispersed team and individually.
Ticket re-assignment to L2/L1.5 if ticket unresolved by L1 (where ever applicable)
Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (where ever applicable)
Routing / Chasing of tickets with other Resolver groups
Recording trend of calls and identifying outages proactively
Callbacks for customer not reachable cases & customer request
Identifying the trend of calls / tickets and highlighting it to L1.5 / Team Lead as applicable for outage confirmation
Creating child tickets and tagging them with problem ticket
Callback the user and confirm resolution (where ever applicable)
Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW
Handling issues using Remote tools.
Makes recommendations for updates to the KB database
IT Service Desk experience 0-5yrs
Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)
Understanding of Windows 7 & 10 operating system
Assisting with configuring/troubleshooting of Software and Hardware
Experience working with ServiceNow to log, track, close tickets
Experience in resolving IT issues via phone/email/chat
Excellent telephone etiquettes and customer service
Excellent troubleshooting skills
Knowledge of Microsoft based operating systems with emphasis on Windows X
Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
Basic understanding of PC hardware set-up and configuration.
Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
Willingness to work in 9 x 5 support environment including working on Weekends and Holidays.
Excellent time management skills and ability to work under pressure
Continuous commitment to professional development
Wipro

Manila City, Metro Manila
Permanent
Full-time