NEC Opportunities Hiring for Service Desk-Team Leader 1 1 Job at New Delhi Full Time

Primary Accountability

• Job location:Pune
• The purpose of this role is to provide Service Desk Team Leader customer support for Incident and Service Request resolution to Retail/ICT customers within agreed service levels whilst achieving high customer service and quality standards

Job Description

• Experience in Retail Stores functioning, end to end retail domain knowledge, retail equipment like POS, PIN PAD readers, Money Order Machines etc.
• Leads and manages a team of Service Desk L1 in the optimal execution of operations activities
• Any Graduate with 5 year of retail domain and minimum 2 years of experience as service desk team lead.
• Experience in Service Now (SNOW) ticketing tool
• Excellent verbal and written communication skills
• Manages the queue and controls abandoned calls by utilizing available resources
• Ensures that passing service levels are met within timelines and minimal escalations.
• Conducts performance management activities for team members supervised. Conducts timely planning, assessment, and feedback meetings.
• Ensures that personal and team goals are set, and provides the necessary coaching, mentoring, and assistance in order for team members to achieve their targets.
• Monitors each team member’s performance throughout the shift, providing assistance, coaching, and mentoring as necessary. Provides positive and constructive feedback on what individual team members need to do in order to attain their daily targets.
• Motivates agents to perform at their maximum capacity in order to fulfil professional growth targets, enhance the productivity of the account, and the overall profitability of the company
• Skills to handle complex International customer interactions/escalations
• Knowledge of ITIL best practices
• Flexible to work in 24X7 and if required, continuous US shifts
• Address Windows Client/Server, Network Printer, Switch and Peripheral issues
• Knowledge of L2/L3 troubleshooting of Network devices (Router, L3/L2 switch etc.) with Knowledge of IP addressing, Networking, VPN, DNS, DHCP, TCP/IP, Active Directory
• Provide end to end support for Windows 10 & handheld devices.
• Implement application systems, in partnership with IT Solutions personnel
• Install, upgrade, configure and deploy software remotely.
• Knowledge of Scripting is preferred

Primary Accountability

• The purpose of this role is to provide Service Desk Team Leader customer support for Incident and Service Request resolution to Retail/ICT customers within agreed service levels whilst achieving high customer service and quality standards