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Service Desk - Team Lead


Source:
TIMESJOBS.COM
Location:
Secunderabad, Telangana
Date:
12-11-2016
Job Code:
58263898
Categories:
  • IT
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Job Details

Excellent Team Management and Leadership SkillsExcellent communication skills, quick learnerExcellent Technical skills, quick learnerResponsibilitiesManaging the performance of services to customers (24 x 7, 365 days per year), ensure that service levels are achieved in line with contracts and that customers' expectations are met or exceeded.Ultimate responsibility for ownership of all customers' incidents or logged service requests;Tracking the incidents to conclusion in line with SLAs and quality standards;Managing critical customer's incidents, associated to customer communication, activities and any appropriate escalations;Providing information about incidents analysis and KPIs;Training the New Hires with through process knowledge to ensure they provide optimal service with minimal or no client escalation.Providing client an RCA for any Escalations received. Take corrective active action in case needed.Building services relationship with customers and conduct service reviews for key customers. Review performance reports, service improvements, service quality and processes;Identify areas of improvement and embark Service Improvement by implementing various corrective measures.Providing management with performance reports on timely basisAttending Calls and Emails reporting IT related issues and documenting them, Troubleshooting the issue and providing solution.Training Team, Designing SOP's and Supportive Documents.Coordinate the team huddle to discuss previous day's performance review issues & concerns if any.Self-motivated and directed, with keen attention to detail.Excellent written and oral communication skills.Good Knowledge on probing and Troubleshooting IT related issuesWillingness to work in shifts. Timeliness a key requirementCertification ITIL preferred
Additional Degree: BE/ B.Tech (Engineering)

Experience: 5-6

Requirements

Application Programming | Database Administration (DBA) | Project Leader/ Project Manager | Software Engineer
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