We are Looking for Service Desk Manager of HCL Lucknow, below is the Job description.
Service Desk Lead Job Description to manage the Service desk staff to ensure consistent and high quality service to the customers End users in line with all SLAs and KPIs.
Develop processes to streamline the daily functioning of the Service desk including: •
Work distribution, Monitoring phone queue, email box, Chat Support, Vendor management and follow-up, User follow-up, Closing tickets, maintaining front end message / Escalation Management (eg Sev1 & Major outages), Deliver project SLAs (including but not limited to CSAT, Abandon rate, Ticket Back log & Ageing, FCR, AHT) • Floor & Team management by controlling Absenteeism, break schedules, leave schedules, timely reporting, schedule adherence)
To maintain an effective and efficient Service desk tightly linked with customer business objectives. Ensure continuous improvement of services provided to customer end users. Provide Problem Management System support activities
(1.) Build execution /skill development plans and ensure that solutions are delivered on schedule/budget
(2.) Ensure component re usage throughout the execution| identify reusable component and add to repository
(3.) Mentoring and developing team Experienced in: - People Management, Maintaining SLAs, Maintaining Attendance and Leave reports. Infrastructure Management within the OMC, preparing reports on Monthly / Hourly basis, managing breaks and shift rosters, ensuring that calls/ chats are addressed on timely manner Ensuring call recordings and voice infrastructure is working as expected Adhoc Analysis Outage impact and Analysis Managing SIP activities Handling Escalation and SUP calls Sharing agent performance reports and giving them feedback
(1.) To adhere to quality standards, regulatory requirements and company policies
(2.) To provide support for on call escalations and doing incident and problem management
(3.) To independently resolve tickets and ensure that the agreed SLA of ticket volume and time are met for the team
(4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
(5.) Work on value adding activities such Knowledge base update and management, Training fresher, coaching analysts and conducting interviews or participation in hiring drives
(6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
Please respond with your latest cv at firstname.lastname@example.org if interested.
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