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Technical support Service Desk - L5

6.00 to 10.00 Years   Pune   21 Sep, 2022
Ara Resources Private Limited
Job LocationPune
EducationNot Mentioned
SalaryRs 12 - 14 Lakh/Yr
IndustryBPO / Call Center
Functional AreaIT Operations / EDP / MIS
EmploymentTypeFull-time

Job Description

    Roles :Technical support Service Desk- L5 - PUNEResponsibilities:
    • 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
    Skills Required:
    • Passport (Mandate) Advantage - US business visa (B1)
    • ITIL certified ( Not mandate)
    • Analytical skills
    • Effective Business Communication
    • Coaching skills
    • Operations Management
    • SLA Management
    • MS Office
    • Operational knowledge of contact centre platform and ITSM tool
    • Performance Management skills
    • Conflict management skills
    • Capacity management
    • Presentation skills
    • Training need identification
    • Client Technical Service Awareness Intermediate
    • Technical Troubleshooting - Account Management/password reset - Advance
    • Technical Troubleshooting - OS Advance
    • Technical Troubleshooting - End Devices - Advance
    • Ticketing Tool Advance
    • MS Office Intermediate
    • Contact centre platform operating skills Intermediate
    • Contact centre platform reports Intermediate
    • Networking concepts Intermediate
    • Client Process Knowledge Advanced
    • DMAIC Methodology Intermediate
    • Client Business Awareness Advanced
    • Telephone etiquette Expert
    • Email etiquette Expert
    • Customer service skills Expert
    • Knowledge Base Navigation Skills Advanced
    • Analytical skills Intermediate
    • Operations Management Advanced
    • SLA Management Intermediate
    • Effective Business Communication Advance
    • Decision Making Skills Advance
    Technical Skills:
    • Measuring Performance/Performance Management Skills Advance
    • Coaching for Success Advance
    • Motivating Others Advance
    • Conflict Management Skills Advance
    • Patience Advance
    • Managing Stress Advance
    • Positive attitude to change Advance
    • Attitude to feedback/willing to learn Advance
    • Relating to Others Advance
    • Influencing Others Advance
    • Team Player Advance
    • Insight into the Customers Mindset Advance
    • Solution Based Approach Advance
    • Follow Through Advance
    • Personal Credibility Advance
    • Self-Development Intermediate
    • Result Focus Intermediate
    • Drive to Win Intermediate
    • Recognize Efforts Advanced
    • Approachability Advanced
    • Dealing with Fairness Expert
    • Fostering Team Work - Advanced
    Qualifications & Experience:
    • Any Graduate or pursuing last year of Graduation
    • Experience 4 year minimum into international voice process
    RegardsSaumya PandeyARA Resources Pvt LtdPune, IndiaCall: M: hidden_mobileMail me- hidden_email

Keyskills :
international bpointernational voice processteam leadingteam management

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