Service desk lead(Contract)

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
Stakeholder Interaction Stakeholder Type Stakeholder Identification Purpose of Interaction Internal Location Head - Service Desk Regular reporting & updates V&A Trainers For regular coordination on the V&A skills of the SD team Operations/ Business teams Review of SD delivery performance, issue alerts and mitigation,capacity planning etc. External Clients Service Desk Delivery as per process, performance data andmetrices, process training etc. 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) If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at . Do not email your resume to this ID as it is not monitored for resumes and career applications. Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at . We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law. Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.