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