Service desk lead
1 week ago
Role Purpose
The purpose of this role is to serve as a support, escalation point for the agents in solving issues presented to the Account Service Desk
Do
- To support the service desk agents in prompt delivery & customer service
- Advise and collaborate with the agents on current issues and works toward the resolution of tickets
- Manage and coordinate escalated work orders from the Service Desk team that requires additional troubleshooting and follow-up
- Coordinate with other IT teams as appropriate for closure of any escalated ticket
- Act as a liaison between Service Desk and other teams to ensure effective communication between teams
- To provide liaison and governance at both internal & client levels
- Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations
- Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets
- Lead in the development of good customer service practices across the service desk
- Produce statistics and management reports of the service desk to client & management
- Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines
- Capacity planning and capability development
- Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment
- Conduct shift planning to meet the service requirements of the client as per SLAs agreed
- Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk
- Assist SD agents by providing first line support when workloads are high, or where additional experience is required
- Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers.
- Team Management
- Resourcing
- Forecast talent requirements as per the current and future business needs
- Hire adequate and right resources for the team
- Resourcing
- Train direct reportees to make right recruitment and selection decisions
- Talent Management
- Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability & effectiveness
- Build an internal talent pool of HiPos and ensure their career progression within the organization
- Promote diversity in leadership positions
- Performance Management
- Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
- In case of performance issues, take necessary action with zero tolerance for 'will' based performance issues
- Ensure that organizational programs like Performance Nxtarewell understood and that the team is taking the opportunities presented by such programs to their and their levels below
- Employee Satisfaction and Engagement
- Lead and drive engagement initiatives for the team
- Track team satisfaction scores and identify initiatives to build engagement within the team
- Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team
- Exercise employee recognition and appreciation
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Location Head - Service Desk
Regular reporting & updates
V&A Trainers
For regular coordination on the V&A skills of the SD team
Operations/ Business teams
Review of SD delivery performance, issue alerts and mitigation, capacity planning etc.
External
Clients
Service Desk Delivery as per process, performance data and metrices, process training etc.
Display
Lists the competencies required to perform this role effectively:
- Functional Competencies/ Skill
- Domain knowledge - Knowledge of customer processes, performance metrices etc. -Expert
- Functional knowledge - Knowledge of Service delivery processes and management, key performance parameters for Service Delivery performance etc. -Expert
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert
Applies the competency in all situations and is serves as a guide to others as well.
Master
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization.
- Behavioral Competencies
- Formulation & Prioritization
- Managing Complexity
- Client centricity
- Execution Excellence
- Passion for Results
- Team Management
- Stakeholder Management
Deliver
No.
Performance Parameter
Measure
1.
Adherence to SoW
Adherence to TAT, SLA as per SoW
Minimal Escalation
2.
Resolution Log Management
Ensuring timely & error free updation, record management
Timely closure of queries
Customer experience/ CSAT
3.
Capability Building & Team Management
% trained on new age skills, Team attrition %, Employee satisfaction score (ESAT)
TIS Service Desk#J-18808-Ljbffr
-
Service Desk Analyst
1 week ago
Melbourne, Victoria, Australia Service Stream Full timeDescription Summary An exciting opportunity has arisen for a Service Desk Analyst to join Service Stream in our Collin Street, Melbourne Office About the Role Service Stream's Service and Support Department are currently seeking a Service Desk Analyst to join our growing company. As a Service Desk Analyst you will play a crucial role in providing...
-
Service desk lead
1 week ago
Melbourne, Victoria, Australia Wipro Full timeRole Purpose The purpose of this role is to serve as a support, escalation point for the agents in solving issues presented to the Account Service Desk Do To support the service desk agents in prompt delivery & customer service Advise and collaborate with the agents on current issues and works toward the resolution of tickets Manage and coordinate escalated...
-
Service desk lead
1 week ago
Melbourne, Victoria, Australia Wipro Full timeJob Description Role Purpose The purpose of this role is to serve as a support, escalation point for the agents in solving issues presented to the Account Service Desk Do To support the service desk agents in prompt delivery & customer service Advise and collaborate with the agents on current issues and works toward the resolution of tickets Manage and...
-
IT Service Desk Team Lead
1 week ago
Melbourne, Victoria, Australia Aurec Human Capital Group Full timeWe are looking for a service desk team lead to join a wonderful organisation in the Healthcare industry that focuses on improving outcomes for communities while still prioritizing individual's well-being.You'll be responsible for managing a team that provides technical support to internal staff and clients, ensuring that their needs are met and issues are...
-
Service Desk
1 week ago
Melbourne, Victoria, Australia Appetency Recruitment Services Full timeService Desk / Service Delivery Manager: Job ID:91a7d6da: Job Category:information-technology-business: Location:collingwood: Job's Advertised Area: Collingwood Salary on offer: To be discussed Leading a local, interstate and international service desk team of nearly 20 techs:Leader who knows how to build & improve the performance of centralised MSP service...
-
Service Desk Team Lead
1 week ago
Melbourne, Victoria, Australia Latitude Financial Services Full timeLet's talk about the role.As the leader of the LFS Service Desk, you will spearhead our efforts in delivering exceptional level 1 support to our esteemed staff across Australia, New Zealand, and Asia. Collaborating closely with our Workplace IT Support Manager, you will strive to enhance our Service Desk, transforming it into a highly professional and...
-
IT Service Desk Team Lead
1 week ago
Melbourne, Victoria, Australia Aurec Full timePermanent Role Melbourne CBD Join supportive team Lots of growth opportunitiesWe are looking for a service desk team lead to join a wonderful organisation in the Healthcare industry that focuses on improving outcomes for communities while still prioritizing individual's well-being.You'll be responsible for managing a team that provides technical support to...
-
Service Desk Team Lead
1 week ago
Melbourne, Victoria, Australia Sharp & Carter Full timeLong term growth & development plans Flexible working arrangements Inviting & family friendly organisational culturePosition Purpose:The purpose of ICT Service Desk Team Leader is to manage the people & operation of the ICT service desk to ensure ICT incidents are appropriately triaged, managed and resolved in accordance with organisational ICT service desk...
-
Service Desk Team Lead
1 week ago
Melbourne, Victoria, Australia First Focus Full timeFirst Focus is a leading mid-market Managed Service Provider in Australia, setting a high standard. With a team of over 270 professionals in various locations, we have been experiencing steady growth for 15 years and continue to attract new clients and enhance our services.If you are a skilled IT professional specialized in Managed Services and catering to...
-
Level 1/2 Service Desk Analyst
1 week ago
Melbourne, Victoria, Australia BFV Service GmbH Full timeOur client is currently looking for a Service Desk Officer you will be the first POC therefore need excellent customer service skills and are confident about your technical knowledge with the maturity to know when to escalate.This is a diverse role where you will need to be proactive and take initiative. Responsibilities of the roleProvide first level...
-
Group IT Service Desk Team Lead
7 days ago
Melbourne, Victoria, Australia McConnell Dowell Full timeSo you've listened to some of our people and you're ready to join a company that appreciates the unique capabilities and perspectives of each employee, and which values the safety and well-being of its people and the environment. Great. Check out our many opportunities below.**Important notes:Group IT Service Desk Team Lead:IT/Systems Information Technology...
-
Service Desk Deputy Shift Lead
1 week ago
Melbourne, Victoria, Australia Mainstay Recruitment Solutions Ltd Full timeService Desk Deputy Shift Lead Location: Shrivenham, Swindon Salary: Up to 30,000 About the Company: Mainstay is representing a well-established managed service provider based in the Swindon area.This organisation delivers leading-edge secure solutions to customers in defence, blue light services, science/medical fields, and various university research...
-
Service Desk Team Lead
1 week ago
Melbourne, Victoria, Australia First Focus Full timeFirst Focus is Australia's best mid-market Managed Service Provider, bar none. We are growing fast and now have over 270 staff across Australia, New Zealand, Philippines, South Africa and Ireland. We are a stable and very focused company, with over 15 years of consistent growth and we're continuing to win new clients and evolve our solutions.We pride...
-
Service Desk Team Lead
1 week ago
Melbourne, Victoria, Australia First Focus Full timeFirst Focus is Australia's best mid-market Managed Service Provider, bar none. We are growing fast and now have over 270 staff across Australia, New Zealand, Philippines, South Africa and Ireland. We are a stable and very focused company, with over 15 years of consistent growth and we're continuing to win new clients and evolve our solutions.We pride...
-
Service Desk Lead
1 week ago
Melbourne City Centre, Victoria, Australia Victorian Building Authority Full timeA great opportunity to take your career in state government to the next level and work within an innovative and customer focused information technology (IT) team.As the Service Desk Lead you will provide leadership, and develop a customer first culture within the service desk team as they represent the first point of contact for all VBA users to access ICT...
-
IT Service Desk Manager
1 week ago
Melbourne, Victoria, Australia illion Full timeCompany Descriptionillion is the leading independent provider of trusted data and analytics products and services in Australia and New Zealand. illion leverages its consumer and commercial credit registries to provide end-to-end customer management solutions to clients in the financial services, telecommunications, utilities, and government sectors.Job...
-
Help Desk Team Lead
1 week ago
Melbourne, Victoria, Australia John Holland Full timeMelbourne, VIC, AU, 3000About John Holland:At John Holland, our purpose is simple, we transform lives with everything we do.We've always known at its heart infrastructure is about people — our customers, our employees, and the communities in which we work.That's our difference. Deep experience and capability with a genuine care about creating better lives...
-
It Service Desk Manager
1 week ago
Melbourne, Victoria, Australia Swtest Full timeYou will be responsible for overseeing the IT Support Services Desk, ensuring the delivery of high-quality technical support which meets pre-defined SLAs. You will lead a team of support technicians, providing guidance, training, and mentorship to ensure optimal performance and end user satisfaction.Call recording, problem escalation and monthly reporting...
-
Service Desk
1 week ago
Melbourne, Victoria, Australia Michael Page Full timeCareer progression & development opportunitiesSupportive Team EnvironmentAbout Our ClientMy client has an immediate requirement for a Service Desk Officer who will be providing technical support throughout the broader organisation. This is an initial 12-month with likelihood of extension.Job DescriptionAs the Service Desk Officer you will be responsible for:...
-
IT Service Desk Manager
1 week ago
Melbourne, Victoria, Australia Granite Consulting Full timePermanent employment- $140k - $150k + Super Melbourne basedResponsibilities: Lead and manage the IT service desk team, providing guidance, support, and mentorship to team members. Implement and adhere to ITIL best practices in service management, incident management, problem management, change management, and service request fulfillment. Oversee and ensure...