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Team Leader - Video Support

Bengaluru, KA
Job Code:
  • IT
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Job Details

Major Duties & ResponsibilitiesManagement of the APAC Video Helpdesk.Ensuring all KPIs, OLA s and SLAs, are adhered to, to drive a best in class client experience.To ensure all new Client Take ON (CTO) tasksscheduled and conducted appropriately.Collaborate with the Regional Service Delivery Management on client escalations or requests.Ensure the Helpdesk follow any specific process, orcall handling procedure requested by client.Dealing with client complaints, comments and Incident escalations.Ensure escalation process is followed andIncident escalationsappropriately triggered for all appropriate issues.Drive a culture in-line with Dimension Data values to ensure the retention of high quality staff and theprovision of best in class services.Motivate, develop, educate, mentor, coach and develop the skills and competencies of the team inline with the LaDDer skills matrix.Lead by example in maintaining Dimension Data and service standards.Act as SME across service desk tools, processes,Incident escalations and service standards.and clients.The ability to build a team and ensure they collaborate effectively with eachother.The capability to lead by example and provide recognition.Attain staff attrition targets.Demonstrable efficiency gains throughtools, automation, process, team building and system optimisation.Ensuring that appropriate resources areavailable in order to deliver quality service to clients and the business.Compliance and adherence to internal and external standards as implementedby the business.Resolution of Tasks within VNOC OLAs/SLA s.Comprehensive Root analysis reportingfor PIR/PCIRs.Demonstrating completed 1-2- 1 reviews with each team manager which details adherenceto Client Services standards and progress against personal & professional development plans.Work Experience RequiredExperience in People management.Excellent interpersonal, customer service and communication skills.Knowledge of Video conferencing experience and/oraccreditations preferable but not necessary.High level of organisational and planning ability.Team working skills, including the ability to manage and lead a team.IT skills (excel, word, power point).ITIL Service Management accreditation or demonstrateequivalent experience.QualificationsOther RequirementsAn understanding of Global Managed Video Services.3-5 years experience working in a IT Service desk environment.Multilingual.Influencing and negotiation skills.Adaptability and flexibility.Administrative skills.Attention to detail.Problem solving skillsThe ability to think on your feet and make a quick decision.Communicationskills (presentation &written)
Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science)

Experience: 3-5


Business/Systems Analysis | Desktop Support | Internet/E-commerce | Quality Assurance/Testing
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