Job Information
Ensono Team Lead – Client Support, Service Desk in Pune, India
Team Lead – Client Support, Service DeskPune, IndiaJR010500
This role is responsible for delivering a highly customer focused service within a mission critical managed services based environment. This includes developing a team of Service Desk, Support Level I and II Analysts that can exceed customer expectations both in technical resolution and customer service.
• Responsibility for management/escalation of operational issues within the Monitoring & Management Centre (MMC) for Client Support.
• Ensure changes are logged and completed with risk assessment to ensure the customer environments are not compromised.
• Manage the resolution of complex technical issues escalated by Support Level I & II.
• Ensuring clients & partners are updated on current status of issues.
• Deliver a responsive and effective support service for client incidents and service requests ensuring escalation to relevant teams in line with SLAs.
Measured by:
• Quantity and quality of issues resolved within MMC.
• Successful resolution of escalated issues within agreed SLA’s (p4-12).
• Proactive analysis of issues.
• Clear and concise call logs demonstrating adherence that is available to the entire client support department for future reference.
Please consider the following:
· You must ensure that you and your team are aware of the SLA’s and other performance targets.
· You will be responsible for ensuring your team are fully adherent to all ITIL Client Support processes.
· Manage & Direct the day to day activities of the support analysts within the level I and level II day Teams
· Manage shift turnover meetings (p 3)
· QMS Ticket reviews
· On-the-job coaching of team members in their development
· Monitoring of team and individual performance
· Provide a lead role in staff development through training, performance appraisal and team building
· Ensuring all team members follow ITIL standards e.g. change control, configuration management
· Ensure adherence to internal processes,
· Develop and maintain good communications within and across teams
· Act as escalation point for major incidents
· As part of team, standardize and improve working practices
· Ensure incident calls are being progressed in correct technical directions in timely manners
· Ensuring under/over delivering our agreed services is monitored
· Provide 2nd level technical support and ensure that escalated calls and issues are responded to within defined service levels and call management guidelines
· Ensuring Support Analysts, MMC mgrs, Clients & partners are updated on current status of issue
· Implementation of changes to client solutions
· Identify and provide technical training to Operations group as needed.
Knowledge
· Excellent understanding of web site technology
· Excellent understanding of internet
· Good understanding of Server Management
· Knowledge of a call management system and its function.
· Knowledge of ITIL and its function within IT.
Skills
· Excellent Microsoft server skills (troubleshooting)
· Excellent customer service skills
· Ability to manage call levels
· Confidence in liaising with other personnel
· Ability to multi-task and work well under pressure
· Good team working skill essential
· Ability to document processes and procedures in a clear, concise and logical manner.
JR010500
Ensono
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