Immediate opening For service desk-team lead
- Tech Mahindra
- 4 - 9 years
- Hyderabad
- 5 years ago
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Job Description
Roles and Responsibilities:-
- Should have the ability to spearhead a process from scratch
- Should be able to motivate, develop and mentor team members in a dynamically changing environment
- Monitor projects/transactions and provide qualitative/constructive feedback to the team members
- Answer operations related queries from the client
- Manage escalations
- Ability to handle pressure and a natural go getter
- Excellent hands on skills to get into the process deeply & ability to identify the gaps and suggest improvement plans to customer
- Drive process performance to achieve and exceed SLA/OLA deliverables
- To create a conducive and stimulating environment for the teams to accomplish their goals
- Manage expectations of his/ her team members and proactively be able to sense their needs
- Able to guide the team by implementing best practices and always lead-by-example
- Should have a sound knowledge of MIS and reporting activities stressing over backend
- Should be able to handle client interaction (on calls or in person)
- Should have excellent problem solving capabilities and lateral thinking skills
- Maintain delivery dashboards with analysis
- To be a part of the client calibration call to have better understanding of the process and for continuous improvement
Key Deliverables (KRA/Measure):
- Should have the maturity/experience to manage skilled resources
- Should have the required expertise and analytical skills to provide strategic process improvement inputs (Operational excellence)
- Shows flexibility/ownership & works under pressure
- Ability to work within challenging environment with tight delivery timelines
- Attrition & Absenteeism management & ownership
- To own and drive and develop the team members for being effective in their role
- Should be able to work towards enhancing customer experience and overall service delivery
- Meeting client expectation and process metrics
- Lead continuous improvement initiatives for the project
- Understanding of the Business situation and capability to address issues
- Monitor resource utilization & performance
Applicants specifications & Qualification:
- 2 3 years of experience in IT Service Desk as a Team Lead
- Should be an IT or Healthcare Graduate (BCA, BSC etc.) (not mandatory if candidate has relevant experience)
- Should have managed E2E service desk operations in his/ her current role
- Experience of working in an IT Contact Center/Service Desk support
- Understanding of the Business situation and capability to address issues
- Shows flexibility/ownership & works under pressure situation
- Demonstrate excellent communication skills
- Ability to work within challenging environment with tight delivery timelines
- Keen to learn and handle more
- Self-motivated Team player and a proven leader
Technical Skills
- Proficiency in Excel & other analytical tools
- Good to have skills
ITIL v3 Expert Level certified or HDI Manager Level certified (preferred)
Transition Experience (preferred)
Other Essential Skills
- Thorough understanding of helpdesk/service desk operations, IT best practices, industry trends and customer service
- Proven experience of initiating positive changes in a helpdesk/service desk environment
- Device personal development plan for the team Leaders
- Identify opportunities for value ads
Other Technical Skills:
- Good knowledge of handing voice call & email writing skills
- Good understanding of Infrastructure components and respective alerts
- Knowledge on functioning and configuration of Microsoft Exchange client
- Knowledge on - Active directory, Proxy, DNS, Group Policy
- Knowledge on LAN setup, basic routing and switching, passive networking
- Knowledge on Antivirus deployment and update, patch management, monitoring and reporting
- Knowledge on build management, OS deployment, common application installation and troubleshooting, Hardware knowledge
- Hands on experience on managing printers (Local & Network printers)
- Hand on experience on ITSM tools like HPSM, BMC Remedy, Monitoring Tools
- Knowledge of ITIL processes and procedures like Incident, SR fulfilment, Change, Problem etc.
- Knowledge management understanding, review and create new knowledge articles
- Good / excellent knowledge for support of MS Office and standard software
- Windows operating system knowledge (e.g. Windows 7, 8.1, 10), Windows smartphone and telecommunication knowledge. COTS (standard SW, standard HW)
- Understanding of Microsoft Office (e.g. Office 365)
- Extended troubleshooting of mobile devices and Apps.
Please share your resume at CS*******2@te*********a.com
Job Classification
Industry: BPO, Call Centre, ITeSFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations, Role Category: VoiceRole: VoiceEmployement Type: Full timeEducation
Under Graduation: B.Sc in Any Specialization, BCA in Any Specialization, B.Tech/B.E. in Any Specialization, B.A in Any Specialization, B.B.A / B.M.S in Any Specialization, B.Arch in Any Specialization, B.Com in Any SpecializationPost Graduation: Post Graduation Not RequiredDoctorate: Doctorate Not RequiredContact Details:
Company: Tech Mahindra LtdAddress: HyderabadLocation(s): Hyderabad+ View Contact
Keyskills: service desk team lead ITSM ITIL v3 Active Directory
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Tech Mahindra
Hutchison Global Services is the fastest growing international 3rd Generation telecom & multimedia brand owned by the Hutchison Whampoa Group. HGS is currently present in ten countries the UK, Ireland, Italy, Israel, Australia, Austria, Denmark, Norway, Sweden and Hong Kong.
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