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We are looking for a Tech Lead - Service Desk Capability to be accountable for New Client Onboarding. Your main responsibilities will involve defining, maintaining, and updating service desk standards, measuring compliance, responding to RFPs, and designing the service desk. You should have experience in analytical skills, effective business communication, SLA management, MS Office, and decision making. Strong technical skills in ticketing tools, MS Office, Avaya operating, Avaya CMS Operations/Reports, and Nice tool operations are required. Leadership and behavioral skills are also important, including effective business communication, decision making, patience, managing stress, and a positive attitude to change.

Job Description

Who are we looking for?

Tech Lead - Service Desk Capability, who would be accountable for New Client Onboarding.

 

Job Responsibilities:

 Define, maintain and update service desk standards

 Measure compliance to service desk standards

 Respond to RFP and add on work from existing clients

 Effort estimation, service desk design

 Facilitate internal and external benchmarking exercises

 Study industry best practices and trends to be ahead of the change

 Build and conceptualize themes for the year to develop a practice leading to domain expertise

 

Experience:

 More than 5 years

 

Skills:

 Analytical skills

 Effective Business Communication

 SLA Management

 MS Office

 Decision making skills

 Solution and design

 Financial planning

 Business relationship Management

 Responding to RFP

 Knowledge and Proficiency Level

 

Technical Skills:

 Ticketing Tool - Advance

 MS Office - Advance

 Avaya Operating skills - Intermediate

 Avaya CMS Operations/Reports - Intermediate

 Nice Tool Operations - Beginner

 BP/IEX scheduling tool - Beginner

 Networking concepts - Intermediate

 Client Process Knowledge - Advance

 DMAIC - Advance

 Client Business Awareness – Intermediate

 Call Center Infrastructure - Advance

 Industry practices and trends - Intermediate

 Email etiquette - Advance

 Customer service skills - Advance

 KB Script development Skills - Advance

 Analytical skills - Advance

 Client Business relationship Management - Beginner

 SLA Management - Beginner

 Process Mapping/Engineering skills – Advance

 

Leadership & Behavioral Skills:

 Effective Business Communication - Advance

 Decision Making Skills - Advance

 Patience - Intermediate

 Managing Stress - Beginner

 Positive attitude to change - Intermediate

 Attitude to feedback/willing to learn - Intermediate

 Relating to Others - Intermediate

 Influencing Others - Intermediate

 Team Player - Intermediate

 Insight into the Customer's Mindset - Intermediate

 Solution Based Approach - Intermediate

 Follow Through - Intermediate

 Personal Credibility - Beginner

 Self-Development - Beginner

 Result Focus - Beginner

 Drive to Win - Beginner

 Establishing Focus - Intermediate

 Recognize Efforts - Intermediate

 Approachability - Intermediate

 Dealing with Fairness - Intermediate

 Fostering Teamwork - Intermediate

 

Domain Skills:

 Infrastructure Support – Service Desk - Advance

 

Process and Quality Skills:

 Information Security and compliance - Advance

 ITIL Expert - Advance

 GSD Standards - Advance

 Quality Management Systems - Advance

 Business Continuity Plan – Intermediate

 QMS - Advance

 ISMS concepts - Advance

 ISO concepts - Advance

 PMP - Advance

 

Qualification:

 Any Graduate

 More than 5 years of team handling experienced in Service Desk.

 

Skills

PRIMARY COMPETENCY : Service Desk PRIMARY SKILL : Leadership PRIMARY SKILL PERCENTAGE : 51 SECONDARY COMPETENCY : Service Desk SECONDARY SKILL : End User Experience Management SECONDARY SKILL PERCENTAGE : 29 TERTIARY COMPETENCY : Service Desk TERTIARY SKILL : Solutions Architect TERTIARY SKILL PERCENTAGE : 20

Mphasis Logo

Company

Mphasis

Job Posted

8 months ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 years

Locations

Pune, Maharashtra, India

Applicants

Be an early applicant

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