•Manage ServiceDesk Support channels (phone/chat/email) to maintain optimum service levels
•Proficient with all ServiceDesk tools and processes
•Knowledge of Hardware / Networking/ Operating System and other related technical issues.
•Understand Service Desk Deliverables and KPI’s
•Determination to achieve Service Levels
•Provide support to ServiceDesk engineers (ensure job aids and required access is granted)
•Willing to work in shifts; excellent written & spoken communication skills
•Good interpersonal skills
•Flexible to work in different shifts;
•Proficiency in English and Spanish Language (Read/Write/Speak/Understand)
•Manage phone/chat queues and breaks vigilantly
•Report agent behaviour issues to managers/supervisors
•Notifying OMC during the outages and engaging the appropriate team on MI call(in case of a P1/P2)
•Be available on OMC bridge calls (for MI’s) and be available on OMC myRooms
•Notify all Support engineers about new and ongoing outages.
•Update IVR, IT Connect Banner, and Chat welcome script during volume surges and outages. Same to be removed once the outage is resolved.
•Switching agent chat capacity based on chat volumes.
•“Executive Summary” to be sent with the impact summary in case of any outages.
•Intraday report to be sent every 3 hours throughout the day.
•Track and maintain attendance for all frontline agents on the day to day basis, including compensatory off’s.
•Conduct daily huddles to share updates and collect feedback from the team
•Keep track and maintain Backlog (open tickets) for all ServiceDesk assignment groups
•Create and implement shift rosters that help the Service Desk meet its daily deliverables
•Identify potential issues in the environment by keeping a track of Top Contact Drivers
•Follow up with team members on completion of mandatory trainings, Workday actions, timesheets, etc.
•Work from Home during Business continuity scenarios
•Min. Qualification : Graduate in any stream preferably Engineering
•Min. Experience : 4 years
•Certifications Required: ITIL preferred
•Private medical plan.
•Top Performance recognition.
•Discounts with affiliated universities, financial companies and hotels.