Service Desk Lead

2 weeks ago

Dubai, United Arab Emirates Encore Theme Full time

Dubai, United Arab Emirates
- 2920212

**_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_

**_
- **

**_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 mínimal 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 Co

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