Service Desk Lead

About the role

Responsible for managing the performance of services to clients, ensuring that service levels are achieved in line with contracts and that client expectations are exceeded. Manages critical user incidents associated with customer communication, activities and appropriate escalations. Builds service relationships with customers and conducts service reviews for key customers. Reviews performance reports, service improvements, service quality and processes. Attends daily, weekly, and monthly reviews with clients as necessary. Prepares the service quality plan, manages team, ensures process compliance, resolution of escalations, and KM compliance with the objective to sustain delivery predictability and meet client and internal commitments on a continuous basis.

Key responsibilities

• Ensure that practices and processes exist, are standardized and repeatable, and continually improving with business cases to support team activities
• Ensure that the Service Desk team is fully using appropriate knowledge management tools and practices to provide effective and efficient service to customers
• Monitor team SLAs/KPIs, take actions, evaluate accordingly and delegate properly
• Implement resource deployment (team size, span, shift utilization, skill sets, technology rollout) and ongoing monitoring to ensure budget and pricing assumptions compliance
• Issue corrective action as needed for behavioral or attendance issues
• Conduct daily monitoring through remote barging, side by side, or recorded calls
• Provide real time feedback to Service Desk agents on performance and behavioral issues
• Identify training needs and ensure training implementation to ensure competency development across domain, operations and behavioral
• Implement career development and succession plan for direct reports to ensure sustainable employee engagement and motivation
• Monitor daily dashboards, conduct daily huddles, facilitate weekly SLA review with team, and provide guidance and support to ensure delivery predictability

About you

• Possess excellent interpersonal skills to effectively manage the team and deliver expected outcomes
• Demonstrate basic awareness of cost elements to understand implications on own area of work
• Show broad understanding of complaint handling guidelines and procedures to resolve and/or escalate relevant issues
• Demonstrate broad knowledge of contractual SLAs and how they relate to performance to deliver according to client expectations
• Exhibit working knowledge of staffing practices at the shift level to manage staffing to meet day to day needs
• Demonstrate thorough grasp of quality procedures and techniques needed to deliver consistent process performance
• Show working knowledge of various reporting requirements sufficient to generate accurate reports and highlight issues
• Demonstrate sound understanding of process performance measurement and tracking requirements used in day-to-day operations
• Exhibit basic understanding of risk and liability factors associated with the process
• ITIL V4 certification is a plus

WHAT WE OFFER:

At Infosys BPM Philippines, we are committed to providing a supportive and rewarding work environment, including:

• Competitive salary package
• Quarterly Performance Bonus
• 24 annual leaves
• HMO and Life Insurance coverage for employees and 2 eligible dependents upon hire
• Career development opportunities and fast-track progression
• Learning and Development trainings
• A fair work-life balance
• Inclusion and Diversity initiatives
• Great Place to Work Certified

“We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines”