Tech Mahindra Careers Job Vacancies for Service Desk Team Lead

Job Id: 20201012002

Company: Tech Mahindra Ltd

Job Role: Service Desk-Team Lead

Experience: 4-9 Years

Qualification: Graduate

Job Location: Hyderabad

Salary: Best in Industry

Vacancies: Not Mentioned

Website: www.TechMahindra.com

Job Description Tech Mahindra Careers Job Vacancies for Service Desk Team Lead in October 2020:

Roles and Responsibilities:-

Should have the ability to spearhead a process from scratch
Should be able to motivate, develop and mentor team members in a dynamically changing environment
Monitor projects/transactions and provide qualitative/constructive feedback to the team members
Answer operations related queries from the client
Manage escalations
Ability to handle pressure and a natural go getter
Excellent hands on skills to get into the process deeply & ability to identify the gaps and suggest improvement plans to customer
Drive process performance to achieve and exceed SLA/OLA deliverables
To create a conducive and stimulating environment for the teams to accomplish their goals
Manage expectations of his/ her team members and proactively be able to sense their needs
Able to guide the team by implementing best practices and always lead-by-example
Should have a sound knowledge of MIS and reporting activities stressing over backend
Should be able to handle client interaction (on calls or in person)
Should have excellent problem solving capabilities and lateral thinking skills
Maintain delivery dashboards with analysis
To be a part of the client calibration call to have better understanding of the process and for continuous improvement

Key Deliverables (KRA/Measure):

Should have the maturity/experience to manage skilled resources
Should have the required expertise and analytical skills to provide strategic process improvement inputs (Operational excellence)
Shows flexibility/ownership & works under pressure
Ability to work within challenging environment with tight delivery timelines
Attrition & Absenteeism management & ownership
To own and drive and develop the team members for being effective in their role
Should be able to work towards enhancing customer experience and overall service delivery
Meeting client expectation and process metrics
Lead continuous improvement initiatives for the project
Understanding of the Business situation and capability to address issues
Monitor resource utilization & performance

Applicant’s specifications & Qualification:

2 – 3 years of experience in IT Service Desk as a Team Lead
Should be an IT or Healthcare Graduate (BCA, BSC etc.) (not mandatory if candidate has relevant experience)
Should have managed E2E service desk operations in his/ her current role
Experience of working in an IT Contact Center/Service Desk support
Understanding of the Business situation and capability to address issues
Shows flexibility/ownership & works under pressure situation
Demonstrate excellent communication skills
Ability to work within challenging environment with tight delivery timelines
Keen to learn and handle more
Self-motivated Team player and a proven leader

Other Technical Skills:

Good knowledge of handing voice call & email writing skills
Good understanding of Infrastructure components and respective alerts
Knowledge on functioning and configuration of Microsoft Exchange client
Knowledge on – Active directory, Proxy, DNS, Group Policy
Knowledge on – LAN setup, basic routing and switching, passive networking
Knowledge on – Antivirus deployment and update, patch management, monitoring and reporting
Knowledge on – build management, OS deployment, common application installation and troubleshooting, Hardware knowledge
Hands on experience on managing printers (Local & Network printers)
Hand on experience on ITSM tools like HPSM, BMC Remedy, Monitoring Tools
Knowledge of ITIL processes and procedures like – Incident, SR fulfilment, Change, Problem etc.
Knowledge management understanding, review and create new knowledge articles
Good / excellent knowledge for support of MS Office and standard software
Windows operating system knowledge (e.g. Windows 7, 8.1, 10), Windows smartphone and telecommunication knowledge. COTS (standard SW, standard HW)
Understanding of Microsoft Office (e.g. Office 365)
Extended troubleshooting of mobile devices and Apps.

Apply for Tech Mahindra Careers Job Vacancies for Service Desk Team Lead in October 2020:

To apply, Please share your resume at CS00659312@techmahindra.com

 

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