What success looks like in this role:
- Perform consistent monitoring on Service Desk agent interactions with End Users as well as the related tickets. Ensure that all designated agents in the team are coached timely and effectively.
- Coaching abilities to drive agent performances
- Provide input for Knowledge Article updates and recommend other improvement suggestions.
- Prepare reports and quality indicators, provide Quality results to Service Desk Leadership members, and implement continuous improvement action plans for enhancing End User Experience.
- Collaborate with Knowledge, training, Quality and Operation to drive results
- Prepare and Drive Quality assurance Weekly, Monthly business presentation [WBR, MBR]
- Active participation in quality initiatives and Team objectives and high-quality execution of the Quality Process.
- Conduct sessions with Service Desk agents and staff members to calibrate on call guidelines and discuss on Quality Metrics.
- May involve Client interaction and activities
- SD basic technical troubleshooting experience
- Demonstrated awareness of industry best practices in Quality Assurance and proficiency in leveraging market-relevant technologies to ensure high standards of product quality.
You will be successful in this role if you have:
- Minimum 2+ years of IT Service Desk Level 1 experience
- Excellent verbal and written communication in English and any additional applicable languages
- Bachelors Degree in any field is desired.
- Key Skills:
- Good understanding of IT Service Desk Level 1 Support processes
- MIS reporting, trending reporting and Analytics
- Good knowledge of Service Desk Tools, Applications
- Experience creating and updating reports. Should be able to interpret data and trend analysis.
- Able to resolve escalations and keep stakeholders informed
- Highly resourceful, self-driven, and proactive attitude that demonstrate ownership
- Growth Mindset that generates curiousness about the working environment
- Knowledge of PowerBi Reporting, MIS Excel
- Hands on experience on Ticketing tool like ServiceNow and Genesys
- Knowledge of Speech and Text Analytics, Auto Assist, Sentiment Analysis is an added advantage
- Should be able to work with Global Team and related Operations Functions
