Service Desk Team Lead

Employer: Wipro Technologies
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: peste 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 10.10.2019
    Short company description

    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.

    Requirements

    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

    Responsibilities

    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.