Service desk lead

3 days ago

Manila, National Capital Region, Philippines Wipro Technologies Full time

Requisition ID: 48029

City: Manila

Country/Region: PH

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role: Service desk lead

Responsibilities:
  1. Support the service desk agents in prompt delivery & customer service.
  2. Advise and collaborate with the agents on current issues and work towards the resolution of tickets.
  3. Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up.
  4. Coordinate with other IT teams as appropriate for closure of any escalated ticket.
  5. Act as a liaison between Service Desk and other teams to ensure effective communication.
  6. Provide liaison and governance at both internal & client levels.
  7. Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations.
  8. Measure and report on service delivery performance metrics including customer satisfaction surveys and incident tickets.
  9. Lead in the development of good customer service practices across the service desk.
  10. Produce statistics and management reports of the service desk to client & management.
  11. Communicate all process-related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines.
  12. Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment.
  13. Conduct shift planning to meet the service requirements of the client as per SLAs agreed.
  14. Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk.
  15. Assist SD agents by providing first line support when workloads are high, or where additional experience is required.
  16. Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers.
  17. Forecast talent requirements as per the current and future business needs.
  18. Hire adequate and right resources for the team.
  19. Train direct reportees to make right recruitment and selection decisions.
  20. Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability & effectiveness.
  21. Build an internal talent pool of HiPos and ensure their career progression within the organization.
  22. Promote diversity in leadership positions.
  23. Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
  24. Take necessary action with zero tolerance for will-based performance issues.
  25. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs.
  26. Lead and drive engagement initiatives for the team.
  27. Track team satisfaction scores and identify initiatives to build engagement within the team.
  28. Proactively challenge the team with larger and enriching projects/initiatives for the organization or team.
  29. Exercise employee recognition and appreciation.

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.

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