Job Details

ID #44843730
State Texas
City Dallas / fort worth
Job type Permanent
Salary USD TBD TBD
Source InfiCare Technologies
Showed 2022-08-13
Date 2022-08-13
Deadline 2022-10-12
Category Et cetera
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Service Desk Team Lead Dallas, TX (Onsite)

Texas, Dallas / fort worth, 75206 Dallas / fort worth USA

Vacancy expired!

Role: Service Desk Lead Location: Dallas, TX (Onsite) Duration: Full Time 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 ? Email 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 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 Qualification: ? Any Graduate or pursuing last year of Graduation ? A+ Certified Regards, Krishna Singh (Direct)| Krishna@inficaretech.com

Vacancy expired!

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