Job Description

Who are we looking for Tech Lead - Service Desk Capability, who would be accountable for New Client Onboarding. Job Responsibilities: . Define, maintain and update service desk standards . Measure compliance to service desk standards . Respond to RFP and add on work from existing clients . Effort estimation, service desk design . Facilitate internal and external benchmarking exercises . Study industry best practices and trends to be ahead of the change . Build and conceptualize themes for the year to develop a practice leading to domain expertise Experience: . More than 5 years Skills: . Analytical skills . Effective Business Communication . SLA Management . MS Office . Decision making skills . Solution and design . Financial planning . Business relationship Management . Responding to RFP . Knowledge and Proficiency Level Technical Skills: . Ticketing Tool - Advance . MS Office - Advance . Avaya Operating skills - Intermediate . Avaya CMS Operations/Reports - Intermediate . Nice Tool Operations - Beginner . BP/IEX scheduling tool - Beginner . Networking concepts - Intermediate . Client Process Knowledge - Advance . DMAIC - Advance . Client Business Awareness - Intermediate . Call Center Infrastructure - Advance . Industry practices and trends - Intermediate . Email etiquette - Advance . Customer service skills - Advance . KB Script development Skills - Advance . Analytical skills - Advance . Client Business relationship Management - Beginner . SLA Management - Beginner . Process Mapping/Engineering skills - Advance Leadership & Behavioral Skills: . Effective Business Communication - Advance . Decision Making Skills - Advance . Patience - Intermediate . Managing Stress - Beginner . Positive attitude to change - Intermediate . Attitude to feedback/willing to learn - Intermediate . Relating to Others - Intermediate . Influencing Others - Intermediate . Team Player - Intermediate . Insight into the Customer\'s Mindset - Intermediate . Solution Based Approach - Intermediate . Follow Through - Intermediate . Personal Credibility - Beginner . Self-Development - Beginner . Result Focus - Beginner . Drive to Win - Beginner . Establishing Focus - Intermediate . Recognize Efforts - Intermediate . Approachability - Intermediate . Dealing with Fairness - Intermediate . Fostering Teamwork - Intermediate Domain Skills: . Infrastructure Support - Service Desk - Advance Process and Quality Skills: . Information Security and compliance - Advance . ITIL Expert - Advance . GSD Standards - Advance . Quality Management Systems - Advance . Business Continuity Plan - Intermediate . QMS - Advance . ISMS concepts - Advance . ISO concepts - Advance . PMP - Advance Qualification: . Any Graduate . More than 5 years of team handling experienced in Service Desk.

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