Service Desk Team Lead

In Romania, Wipro has development centers in Bucharest and Timisoara and is present since more than 10 years. Today, the company's facilities in Romania serve more than 30 clients in Europe, supported by over 1200 employees. Wipro's clients in Romania span across the retail and consumer goods, healthcare, manufacturing and telecom industries, among others.

Proficiency in English
Another European language is a plus
Knowledge of ITIL Service Delivery (Incident, Problem and Change Management procedure)
Troubleshooting skills and experience in solving UAM, PWD resetting and messaging
Troubleshooting skills and shrink-wrapped applications (MS Office, Adobe etc.)
iPad iPhone knowledge is a must
Troubleshooting skills for VPN connectivity, calling, wireless routers
Knowledge of the register with active addresses, domain controllers, etc.
Exposure to password reset tools
Troubleshooting experience using remote control tools
Previous experience of IT support in a Corporate environment andor other high customer sensitivity functions is a plus
Analyzing and solving problems
The ability to communicate well to clients
Proactivity, taking responsibility, involvement
Numerical competency
Good interpersonal and communication skills
Good planning skills

Incident Management:
Following up with the team to ensure compliance to all ticket follow-up within SLA
Reporting back to Incident Manager on ticket follow-up process
Identifying the general tendencies at the callticket level and communicating the results to the incident manager in order to manage better the activity at the project level

Reports Reviews:
Publish Monthly reports on team productivity
Create and review the daily, weekly and monthly SLA dashboards
Publishing daily dashboards to customer
Attending customer review calls to provide update on performance
Create update approve SOPs and update Knowledge Base accordingly
Coordinate with KM and Customer for KB update sign-off as applicable

Other responsibilities:
Ensure quality checks are conducted for all team members
Ensure all mandatory compliance trainings are completed for self and team members no deviation.
Ensure individual process training deficiencies for team members are identified and conducted.
Preparation of team schedule of a weekly basis to ensure complete coverage as per contractual obligations
Conduct team appraisals in person and on system within defined timelines. Also drive team members to complete self-appraisal ahead of deadline.
Conduct team huddles on a dailyweekly basis.