Service desk lead
Job description:
- To support the service desk agents in prompt delivery & customer service
- Advise and collaborate with the agents on current issues and work toward the resolution of tickets
- Manage and coordinate escalated work orders from the ServiceDesk team that require additional troubleshooting and follow-up
- Coordinate with other IT teams as appropriate for closure of any escalated ticket
- Act as a liaison between Service Desk and other teams to ensure effective communication between teams
- To provide liaison and governance at both internal & client levels
- Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations
- Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets
- Lead in the development of good customer service practices across the service desk
- Produce statistics and management reports of the service desk to client & management
- Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines
- Capacity planning and capability development
- Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment
- Conduct shift planning to meet the service requirements of the client as per SLAs agreed
- Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk
- Assist SD agents by providing first line support when workloads are high, or where additional experience is required
- 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.
- Team Management
- Resourcing – forecast talent requirements as per the current and futu
📌 SERVICE DESK LEAD (Jalisco)
🏢 Wipro
📍 Jalisco