Chennai, Tamil Nadu
Job Summary
A Service Desk Shift Lead is responsible for overseeing the day-to-day operations of the IT service desk during a specific shift.
Key Responsibilities
Provide daily operational support to the team (covering Floor support, performance monitoring, feedback and assistance). Accept and act on customer escalations. Assess skill requirements & provide coaching of team to meet required quality standards & performance targets. Point person (for mentioned location) for SD Ops Manager Coordinate and manage relationships with support staff Use the Incident Tracking System to document and manage problems and work requests and their respective resolutions Monitoring call, web and chat queue management and performance against service levels, implement actions to achieve them and fulfill performance-reporting requirements. Provide guidance to team members by acting as a center of competence on processes, systems and procedures. Undertake appraisals utilizing peer input Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork. Work closely with client / support staff to obtain technical knowledge and to support new technologies and services Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments Training: Be willing to participate & Provide on the job training designed to enhance skills and support capabilities Manage the allocated shift and run the day to day operations Work on Helpdesk Reporting, generating day to day reports, Adhoc reports as and when required Ensure best practices in Process and Quality for all SD Operations. 1. For English language testing, acceptable tests are the Versant, TOEFL (Test of English as a Foreign Language), TOEIC (Test of English for International Communication), or IELTS (International English Language Testing Service) and the proficiency rating must be the equivalent of C-1 or higher for 80% of the call taking agents, before assignment and 20% of the call taking agents must be at least B-2 at the time of assignment to the customer and must achieve C-1 or higher, within 4 months; and 4 years service desk, customer service, and support experience with problem solving involving hardware, software, and networks. Minimum 2 years experience as SD/RDS Lead. Prior Team/Shift Management experience of at 8-10 level 1 agents Good Communications skills – both spoken and written. Good Analytical skills required to analyze and improve the day to day operations Experience in interpretation and use of performance data using Excel, PowerBI and other data analysis tools Experience creating reports and presentations based on data analysis Experience of resource planning. Knowledge and Experience of Service Desk processes across multiple business units Technical service desk experience with Remote desktop connectivity applications is necessary Disciplined, systematic problem solving skills required Experience supporting Retail environment Experience supporting remote users (VPN, Citrix etc) Experience of working in ServiceNow Strong planning and organizational skills and able to manage conflicting priorities. Ability to handle people management issues with tact, diplomacy and maturity. Able to inspire others to reach a common goal. Demonstrated leadership qualities.
Skill Requirements
Team handling and shift management . Conflict resolution and decision-making. Strong verbal and written communication. Clear escalation and reporting abilities. Ability to analyze ticket trends and performance metrics. Time management and prioritization. Strong attention to process adherence.
Other Requirements
Provide daily operational support to the team (covering Floor support, performance monitoring, feedback and assistance). Accept and act on customer escalations. Assess skill requirements & provide coaching of team to meet required quality standards & performance targets. Point person (for mentioned location) for SD Ops Manager Coordinate and manage relationships with support staff Use the Incident Tracking System to document and manage problems and work requests and their respective resolutions Monitoring call, web and chat queue management and performance against service levels, implement actions to achieve them and fulfill performance-reporting requirements. Provide guidance to team members by acting as a center of competence on processes, systems and procedures. Undertake appraisals utilizing peer input Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork. Work closely with client / support staff to obtain technical knowledge and to support new technologies and services Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments Training: Be willing to participate & Provide on the job training designed to enhance skills and support capabilities Manage the allocated shift and run the day to day operations Work on Helpdesk Reporting, generating day to day reports, Adhoc reports as and when required Ensure best practices in Process and Quality for all SD Operations. 1. For English language testing, acceptable tests are the Versant, TOEFL (Test of English as a Foreign Language), TOEIC (Test of English for International Communication), or IELTS (International English Language Testing Service) and the proficiency rating must be the equivalent of C-1 or higher for 80% of the call taking agents, before assignment and 20% of the call taking agents must be at least B-2 at the time of assignment to the customer and must achieve C-1 or higher, within 4 months; and 4 years service desk, customer service, and support experience with problem solving involving hardware, software, and networks. Minimum 2 years experience as SD/RDS Lead. Prior Team/Shift Management experience of at 8-10 level 1 agents Good Communications skills – both spoken and written. Good Analytical skills required to analyze and improve the day to day operations Experience in interpretation and use of performance data using Excel, PowerBI and other data analysis tools Experience creating reports and presentations based on data analysis Experience of resource planning. Knowledge and Experience of Service Desk processes across multiple business units Technical service desk experience with Remote desktop connectivity applications is necessary Disciplined, systematic problem solving skills required Experience supporting Retail environment Experience supporting remote users (VPN, Citrix etc) Experience of working in ServiceNow Strong planning and organizational skills and able to manage conflicting priorities. Ability to handle people management issues with tact, diplomacy and maturity. Able to inspire others to reach a common goal. Demonstrated leadership qualities.
#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-
