Position Description

Service Desk Shift / Team Lead (Call Taking/Ticket Handling Lead)

Qualification

Any Science / Technical Diploma or Graduation

B.E./Diploma/ Any Graduation

ITIL certification preferred

Roles & Responsibilities

Responsible for the following:

Management of Service Desk Team of Level 1 / 1.5 / 2 associates that handles the following but not limited to:

Incident and Service request management
knowledge management
Participation in change management
SLA / KPI management
Continuous Improvement and Innovation

Areas of Responsibilities:

Business/Customer:

Perform SOP activities with business impact understanding of customer environment and contribute to improve SOPs
Adherence to customer security and compliance requirements
Implementation of approved change requests in line with customer change management process
Responsible for incident life cycle following ITIL / BIC frame work as applicable
Adherence to customer communication etiquette
Ensure stated productivity requirements are met for the engagement

Project/Process:

Review CSAT feedback and ensure timely implementation of corrective actions
Participate in Critsit process to resolve the incident in a timely manner
Log and triage incidents
Coordinate with resolver groups vendors/carriers
Troubleshoot the escalated incident / problem and refer / escalate (functional and hierarchical) to the right groups (Vendors / Level 3 )
Provide inputs to FAQ database / KR / contribute towards updating knowledge articles
Contribution to continuous service improvement plans (CSI)
Responsible to develop induction documents in consultation with relevant stakeholders for the project and ensure successful completion of induction process for new joiners Effective floor Management

Team/People:

Continually assess skill level and provide intervention assistance
Contribute to and participate proactively in knowledge sharing sessions
Encourage team individuals to participate in organization innovation programs
Act as a buddy for new hires
Makes recommendations on R&R for team / individual achievement Makes recommendations to team lead on team's performance rating

Organization:

Ensure team contributes and participates in all organizational technology events and knowledge sharing forums
Adherence to Organizational policies and processes (including Cognizant's security policies LP timelines etc)
Participate in recruitment drives

Experience (No of years)

3+ years experience in 24x7 operations (Candidates earlier worked in international contact/call centers in a Technical voice support process is preferred/must) in Leadership Role/Capacity

Overseas Experience

Advantage but not required

Desired Skills

Above average communication skills (Spoken and Written) and customer management experience
Work experience with clients or in onsite roles.
Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
Willing to work in 24x7 environment
Above Average Analytical & Coordination skills are essential.
Excellent Customer service skills / Customer service orientation and ability to work in a team
Above Average understanding of Computers and Troubleshooting skills required.
Excellent interpersonal and communication skills
Excellent Soft skill, Communications skills to handle global customers
Ability to perform in adverse situations

Technical Skill

Exposure to Password Reset Tools
Business Application Knowledge (L1) for increased FCR
Troubleshooting experience using remote control tools like Aptean and Bomgar
Knowledge on Active Directory, Domain Controllers, Exchange Management Console Security Folder Structure, Office 365 etc.
Troubleshooting skills and experience in handling Messaging Issues or requests (Exchange [Outlook]/Lotus Notes
Troubleshooting Skills on desktop (Hardware and Operating System) and shrink-wrapped/Off-the-shelf applications (MS Office, Adobe etc)

Management Skills

Skills in written and verbal communication.
Leading and mentoring the Technical Support Team
Performing scheduled staff reviews
Communicating and adhering to new procedures, policies and goals.
Monitoring queues, assisting with daily goals
Conducting quality control to reduce errors to improve procedures.
Establishing, recommending and implementing policies to ensure quality, timely and efficient design of customer-oriented services.
Working effectively with other teams implementing strategies to increase profitability, productivity and overall client experience.
Auditing customer accounts to ensure accuracy of information.
Handling escalated issues from customers.
Participating in the Manager on Duty rotation.

Mandatory Skills

Knowledge/exposure on ticketing tools like ServiceNow, Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point etc
Clear understanding of ITIL V3 processes and relationship
Good communication skills and customer management experience
Work experience with clients outside India or in onsite roles.
Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
Willing to work in 24x7 environment
Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe etc)
Troubleshooting skills on VPN connectivity, dial up , wireless routers
Knowledge on active directory, domain controllers etc
Exposure to password reset tools
Troubleshooting experience using remote control tools
Trouble shooting skills and experience in handling Exchange (outlook)/Lotus Notes environment.

Technical Team Lead