Job Description:Job DescriptionRole : Team Leader - Service DeskLocation : Pune/BangaloreJob Summary – Candidates with a minimum 6 years of Service Desk experience with minimum 2 years in Front Line Leadership / Management role– We are looking for candidates with domain expertise in End User Support Services, and skilled in technical troubleshooting and delivery operations management. Passport (Mandate); Advantage - US business visa (B1)Years of experience needed – 5-8 yearsTechnical Skills : Analytical skills Effective Business Communication Coaching skills Operations Management SLA Management MS Office Operational knowledge of contact center platform and ITSM tool Performance Management skills Conflict management skills Capacity management Presentation skills Training need identification Technical Skills-Client Technical Service Awareness – Intermediate Technical Troubleshooting - Account Management/password reset - Advance. Technical Troubleshooting - OS – Advance Technical Troubleshooting - End Devices - Advance Ticketing Tool – Advance MS Office – Intermediate Contact center platform operating skills – Intermediate. Contact center platform reports – Intermediate. Networking concepts – Intermediate Client Process Knowledge – Advanced DMAIC Methodology – Intermediate Client Business Awareness – Advanced Telephone etiquette – Expert. Email etiquette – Expert. Customer service skills – Expert Knowledge Base Navigation Skills – Advanced Analytical skills – Intermediate Operations Management – Advanced SLA Management – Intermediate Effective Business Communication – Advance Decision Making Skills – Advance Measuring Performance/Performance Management Skills – Advance Coaching for Success – Advance Motivating Others – Advance Conflict Management Skills – Advance Patience – Advance Managing Stress – Advance Positive attitude to change – Advance. Attitude to feedback/willing to learn – Advance. Relating to Others – Advance Influencing Others – Advance Team Player – Advance Insight into the Customer's Mindset – Advance Solution Based Approach – Advance Follow Through – Advance Personal Credibility – Advance Self-Development – Intermediate Result Focus – Intermediate Drive to Win – Intermediate Recognize Efforts – Advanced Approachability – Advanced Dealing with Fairness – Expert Fostering Teamwork - AdvancedManagement Skills : Supervise and review Service Desk activities. Review and ensure compliance to standards like PCI, ISO, ISMS, BCMS by facilitating audits by internal and external teams. Place hiring request and conducting interviews. Work with HR and support groups to improve employee retention and satisfaction. In-person feedback to reporting agents on daily basis regarding ticket hygiene and operational/procedural hygiene Root cause analysis, tracking and reporting of escalation and SLA misses. Attend change meetings and analyze potential impact to Service Desk operations. Performance appraisal and normalization Participate in calibration and collaboration meetings with support function leads. Conduct new hire technical and account specific training based on the requirements. Create, maintain, and update account training plan. Provide hands-on assistance to team members in case of issues, both through direct intervention and mentoring Prepare Score Cards and discuss and share feedback around improvement areas. Identify top performers and nominate for Rewards and Recognition and appreciation. Monitor ticket ageing reports and drive team members to work on ageing tickets. FCR analysis - find out controllable resolution errors that could have been resolved at L1.Behavioral Skills : Good in communication Positive energy Positive attitude Self-learnerQualification: Any GraduateCertification: ITIL certified.About MphasisMphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.Skills:PRIMARY COMPETENCY : Service Desk PRIMARY SKILL : Leadership PRIMARY SKILL PERCENTAGE : 60 SECONDARY COMPETENCY : Service Desk SECONDARY SKILL : End User Experience Management SECONDARY SKILL PERCENTAGE : 40About Company:Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. We have been recently felicitated by the economic times as the most distinguished digital company 2015. We have also been ranked 29 of 100 largest financial technology vendors by American Banker and BAI in the FinTech Forward Top 100 rankings.
