Service Desk Team Leader

Company DescriptionMphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise.Over the years we have left an indelible impression in the IT solutions domain with an impressive clientele and an extensive global presence.The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers.Our integrated solutions offering is aimed at creating value for our customers, helping them in improving their business processes with minimum hassles and capital outlays.Job Description*Who are we looking for?*- Expert in 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 - Retail systems like POS, BO, EMV, KDS, OCS, SOS timers, receipt printers, etc.- Advanced**:- Technical Troubleshooting - Account Management/password reset - Advanced- Technical Troubleshooting - OS - Advanced- Technical Troubleshooting - End Devices - Advanced- Ticketing Tool - Advanced- MS Office - Advanced- Contact center platform operating skills - Expert- Contact center platform reports - Expert- Networking concepts - Intermediate- Client Process Knowledge - Advanced- DMAIC Methodology - Advanced- Client Business Awareness - Advanced- Telephone etiquette - Expert- Customer service skills - Expert- Knowledge Base Navigation Skills - Expert- Analytical skills - Expert- Operations Management - Advanced- SLA Management - Advanced- Effective Business Communication - Expert- Decision Making Skills - Advanced- Measuring Performance/Performance Management Skills - Expert- Coaching for Success - Advanced- Motivating Others - Expert- Conflict Management Skills - Advanced- Patience - Advanced- Managing Stress - Advanced- Positive attitude to change - Advanced- Attitude to feedback/willing to learn - Advanced- Relating to Others - Advanced- Influencing Others - Advanced- Team Player - Expert- Insight into the Customer's Mindset - Advanced- Solution Based Approach - Expert- Follow Through - Advanced- Personal Credibility - Advanced- Self-Development - Advanced- Result Focus - Expert- Drive to Win - Advanced- Recognize Efforts - Expert- Approachability - Advanced- Dealing with Fairness - Expert- Fostering Teamwork - Expert*Process Skills: *- 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: *- Ability to work with team members with 100% co-ordination.- Ability to adopt change and shape as per technology along with change in project.- Outstanding organizational and time management skills- Ability to multitask and prioritize daily workload- Positive attitude with good communication- Highly motivated and self-learner**Qualifications**:*Any Graduate or pursuing last year of Graduation- A+ CertifiedAdditional Information*At Mphasis, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances, be abreast with the latest happenings in technology world and enjoy a satisfying work life balance.- With the current opportunity, you will get to work with the team that has consistently been setting benchmarks for other deliveries in terms of delivery high CSATs, project