Service Desk Team Lead with SLA, ITSM, DMAIC, Telephone/ Email etiquette and Audit Experience

Job Id: MP-Service _Desk (94090910)

Service Desk Team Lead with SLA, ITSM, DMAIC, Telephone/ Email etiquette and Audit Experience

Location: Nebraska – Omaha
Position Type:- Contract – 6+ months

Analytical skills
Effective Business Communication
Coaching skills
Operations Management
SLA Management
MS Office
Operational knowledge of contact center platform and ITSM tool
Performance Management skills
Conflict management skills
Capacity management
Presentation skills
Training need identification

Technical Skills:
Client Technical Service Awareness – Intermediate
Technical Troubleshooting – Account Management/password reset – Advance
Technical Troubleshooting – OS – Advance
Technical Troubleshooting – End Devices – Advance
Ticketing Tool – Advance
MS Office – Intermediate
Contact center platform operating skills – Intermediate
Contact center platform reports – Intermediate
Networking concepts – Intermediate
Client Process Knowledge – Advanced
DMAIC Methodology – Intermediate
Client Business Awareness – Advanced
Telephone etiquette – Expert
Email etiquette – Expert
Customer service skills – Expert
Knowledge Base Navigation Skills – Advanced
Analytical skills – Intermediate
Operations Management – Advanced
SLA Management – Intermediate
Effective Business Communication – Advance
Decision Making Skills – Advance
Measuring Performance/Performance Management Skills – Advance
Coaching for Success – Advance
Motivating Others – Advance
Conflict Management Skills – Advance
Patience – Advance
Managing Stress – Advance
Positive attitude to change – Advance
Attitude to feedback/willing to learn – Advance
Relating to Others – Advance
Influencing Others – Advance
Team Player – Advance
Insight into the Customer’s Mindset – Advance
Solution Based Approach – Advance
Follow Through – Advance
Personal Credibility – Advance
Self-Development – Intermediate
Result Focus – Intermediate
Drive to Win – Intermediate
Recognize Efforts – Advanced
Approachability – Advanced
Dealing with Fairness – Expert
Fostering Team Work – Advanced

Job Resposibilities:

Supervise and review Service Desk activities
Review and ensure compliance to standards like PCI, ISO, ISMS, BCMS by facilitating audits by internal and external teams
Place hiring request and conducting interviews
Work with HR and support groups to improve employee retention and satisfaction
In-person feedback to reporting agents on daily basis regarding ticket hygiene and operational/procedural hygiene
Root cause analysis, tracking and reporting of escalation and SLA misses
Attend change meetings and analyze potential impact to Service Desk operations
Performance appraisal and normalization
Participate in calibration and collaboration meetings with support function leads
Conduct new hire technical and account specific training based on the requirements
Create, maintain and update account training plan
Provide hands-on assistance to team members in case of issues, both through direct intervention and mentoring
Prepare Score Cards and discuss and share feedback around improvement areas
Identify top performers and nominate for Rewards and Recognition and appreciation
Monitor ticket ageing reports and drive team members to work on ageing tickets
FCR analysis – find out controllable resolution errors that could have been resolved at L1

Behavioral Skills:

Good in communication
Positive energy
Positive attitude

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