Service Desk Lead

Mott MacDonald
  • Mumbai
  • Confidential
  • 10-15 years
  • 23 Mar 2015

  • Project/ Program Management IT

  • IT/ Technology - Data Center/ Manage Infrastructure Services
Job Description

Job Description:

Operational Management

Provide first level management for a small number of Service Desk Analysts
Manage and monitor operational activities such as OLAs, SLAs, Telephone call volumes, Service queues, length of time spent on calls.
Work closely with the Service Desk Manager to deliver the team objectives and improve the customer service experience.
Support the Service Desk Manager in delivering the Service Desk team objectives and KPIs.
Support, encourage and coach the Service Desk Analysts
Conduct a team huddle each morning to provide updates on problems, tasks to be prioritized for the day, provide the team with and any information relevant to the team, such as significant changes and incidents.
Escalate any staffing issues or concerns to the Service Desk Manager immediately.
Delegate tasks to individuals on the team, monitor and record their success.
Responsible for ensuring sufficient cover is available at all times on the Service Desk during the hours of support this can include some weekend and public holidays
Conduct a morning and / or evening hand over with the next supporting team.
Ensure checklists are being completed correctly and timely.
Conduct feedback meetings, PDRs and monthly 1:1s with each member of their teams
Manage minor regional customer escalations and maintaining reports on same
Escalate and manage communications for some Major and Significant incidents
Maintain documented notes on each analyst including their training plan.

The expected time to spend on Service Desk Analyst tasks as part of the team is approximately 80% or more when required

Own and be responsible for the management of all incidents and requests within the Service Desk toolset from first customer contact to closure.
Ensure timely and effective resolution of all customer incidents and requests.
Ensure timely escalation of tasks to 2nd or 3rd line support where appropriate.
Complete an hourly check list for tasks being monitored to assist in delivering the team goals.
Support, assist and cover for other Service Desk Analysts in their absence.

Technical skills required include the follow but are not limited to Active Directory administration, Exchange mailbox administration, Lync troubleshooting and console administration, MS Windows 7 & Office 2010 troubleshooting.

Candidate Specification:

Personal Attributes:

Exceptional customer service skills.
Ability to motivate and direct staff members and subordinates.
Exceptional team leadership skills.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional written and oral communication skills.
Exceptional documentation skills.
Ability to read different communication styles from end users, team members and resolver groups who come from a broad spectrum of disciplines.
Ability to absorb and retain information quickly.
Ability to present information in an appropriate language to non-technical staff and end users.
Exceptional interpersonal skills, with a focus on listening and questioning skills.
Ability to conduct research into a wide range of service desk incidents or issues as required.
Proven analytical and problem-solving abilities.
The ability to independently react to work priority adjustments and alterations promptly and efficiently.
Flexibility of working to conform to shifting priorities, demands and timelines.
Experience at working both independently and in a team-oriented environment.
Must be able to learn, understand, and apply new technologies.

Position Location : Goregon, Mumbai, India

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About Organisation

Mott MacDonald