Service Desk Team Lead

Help Desk & IT Support (Information & Communication Technology)

• 4 years of service desk, customer service, and support experience with problem solving involving hardware, software, and networks.
• Minimum 2 years of experience as SD/RDS Lead.
• Prior Team/Shift Management experience of at 8-10 level 1 agents
• Good Communications skills – both spoken and written.
• Good Analytical skills required to analyze and improve the day-to-day operations.
• Experience in interpretation and use of performance data using Excel, PowerBI and other data analysis tools.
• Experience creating reports and presentations based on data analysis.
• Experience of resource planning.
• Knowledge and Experience of Service Desk processes across multiple business units
• Technical service desk experience with Remote desktop connectivity applications is necessary.
• Disciplined, systematic problem-solving skills required.
• Experience of working in ServiceNow
• Strong planning and organizational skills and able to manage conflicting priorities.
• Ability to handle people management issues with tact, diplomacy and maturity.
• Able to inspire others to reach a common goal.
• Demonstrated leadership qualities.

Job Responsibilities:

• Provide daily operational support to the team (covering Floor support, performance monitoring, feedback and assistance).
• Accept and act on customer escalations.
• Assess skill requirements & provide coaching of team to meet required quality standards & performance targets.
• Point person (for mentioned location) for SD Ops Manager
• Coordinate and manage relationships with support staff.
• Use the Incident Tracking System to document and manage problems and work requests and their respective resolutions.
• Monitoring call, web and chat queue management and performance against service levels, implement actions to achieve them and fulfill performance-reporting requirements.
• Provide guidance to team members by acting as a center of competence on processes, systems and procedures.
• Undertake appraisals utilizing peer input.
• Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
• Work closely with client / support staff to obtain technical knowledge and to support new technologies and services.
• Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments
• Training: Be willing to participate & Provide on the job training designed to enhance skills and support capabilities
• Manage the allocated shift and run the day-to-day operations.
• Work on Helpdesk Reporting, generating day to day reports, Adhoc reports as and when required.
• Ensure best practices in Process and Quality for all SD Operations.
• Life Insurance
• Sick Leaves - convertible to cash.
• 13th Month Pay
• Government Mandated Benefit
• 4 years of service desk, customer service, and support experience with problem solving involving hardware, software, and networks.
• Minimum 2 years of experience as SD/RDS Lead.
• Prior Team/Shift Management experience of at 8-10 level 1 agents
• Good Communications skills – both spoken and written.
• Good Analytical skills required to analyze and improve the day-to-day operations.
• Experience in interpretation and use of performance data using Excel, PowerBI and other data analysis tools.
• Experience creating reports and presentations based on data analysis.
• Experience of resource planning.
• Knowledge and Experience of Service Desk processes across multiple business units
• Technical service desk experience with Remote desktop connectivity applications is necessary.
• Disciplined, systematic problem-solving skills required.
• Experience of working in ServiceNow
• Strong planning and organizational skills and able to manage conflicting priorities.
• Ability to handle people management issues with tact, diplomacy and maturity.
• Able to inspire others to reach a common goal.
• Demonstrated leadership qualities.

Job Responsibilities:

• Provide daily operational support to the team (covering Floor support, performance monitoring, feedback and assistance).
• Accept and act on customer escalations.
• Assess skill requirements & provide coaching of team to meet required quality standards & performance targets.
• Point person (for mentioned location) for SD Ops Manager
• Coordinate and manage relationships with support staff.
• Use the Incident Tracking System to document and manage problems and work requests and their respective resolutions.
• Monitoring call, web and chat queue management and performance against service levels, implement actions to achieve them and fulfill performance-reporting requirements.
• Provide guidance to team members by acting as a center of competence on processes, systems and procedures.
• Undertake appraisals utilizing peer input.
• Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
• Work closely with client / support staff to obtain technical knowledge and to support new technologies and services.
• Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments
• Training: Be willing to participate & Provide on the job training designed to enhance skills and support capabilities
• Manage the allocated shift and run the day-to-day operations.
• Work on Helpdesk Reporting, generating day to day reports, Adhoc reports as and when required.
• Ensure best practices in Process and Quality for all SD Operations.

HCLTech is a global technology company, home to more than 223,400 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2023 totaled $12.8 billion. We have been named a Global Top Employer for 2023 and certified as a Top Employer in 25 countries by the Top Employers Institute across three regions, Asia Pacific, North America and Europe, for consistency in people practices across the globe. Of the 25 countries, HCLTech is ranked number one in 18 countries, including Philippines. These accolades demonstrate our commitment to fostering a work environment with an innovative and a progressive work culture. To learn how we can supercharge progress for you, visit hcltech.com. HCLTech is a global technology company, home to more than 223,400 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2023 totaled $12.8 billion. We have been named a Global Top Employer for 2023 and certified as a Top Employer in 25 countries by the Top Employers Institute across three regions, Asia Pacific, North America and Europe, for consistency in people practices across the globe. Of the 25 countries, HCLTech is ranked number one in 18 countries, including Philippines. These accolades demonstrate our commitment to fostering a work environment with an innovative and a progressive work culture. To learn how we can supercharge progress for you, visit hcltech.com. Don’t provide your bank or credit card details when applying for jobs. Researching careers? Find all the information and tips you need on career advice. #J-18808-Ljbffr