Team Leader - Service Desk

Location: IN - Bangalore 24/7 | Job-ID: 217324 | Contract type: Standard | Business Unit: Service Desk

Life on the team

Are you passionate about Service desk Opportunities and ready to explore your capabilities?

Service desk professionals are problem solvers, as a growing organization in India, there are more opportunities for career advancement and professional development.

As the company expands, new roles and responsibilities will emerge with the chance to take on more challenging and diverse tasks. We are more open to innovation and creativity. There will be a greater emphasis on trying new ideas, implementing cutting-edge technologies, and exploring innovative solutions to challenges. We in Computacenter foster a culture of continuous improvement and forward-thinking.

What you’ll do

• Roles at this level will plan and organise their own work, have substantial personal responsibility and autonomy, work under general direction and have a framework of accountability. Ensure Department meets SLA performance targets


• Maintain & improve Customer satisfaction levels


• Understand and adhere to policies and procedures


• Responsible maintaining budget/cost lines


• Responsible for management of resourcing requirements


• Ensure, Maintain & improve the Continuous Improvement mentality and level in the team

What you’ll need

• Produces and analyses management reports to allocate work and report on trends.


• Resolves customer escalation in a timely manner to avoid disruption and minimise business impact.


• Plans and distributes workload appropriately to ensure that business needs and deadlines are met.


• Provides clear, concise and relevant communication to ensure clarity of objectives and outputs required.


• Controls relevant costs lines in order to meet budgetary requirements.


• Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation.


• Ensure team members are adequately trained, encourage development of skills, ensure backup structure is in place.


• Conduct performance reviews and 121 meetings in line with CC policies. Regular coaching, mentoring and timely feedback to team members in a professional way


• Responsible for management of resourcing requirements (attrition and retention)


• Governance of knowledge availability and quality of service


• Act as a role model for their direct reports


• Ensure the workload of incoming customer queries is distributed equally in the team and the workflows and queues are managed properly (via floorwalking, remote management, etc)

Experience & Education:

• 8 to 10 years of experience.


• Bachelor’s degree in information security, Computer Science, or bachelor’s degree in a relevant field or equivalent work experience.

Skills:

• Advanced knowledge of Microsoft Applications


• Coordinates, organises and prioritises work activity for self and others


• Excellent proven customer service skills


• Excellent administrative skills and ability to analyse data and produce reports


• Excellent Interpersonal, literacy and numeracy skills


• Confidence building relationships with key stakeholder and senior management


• Team player with collaborative and supportive style


• Business focused oral and written communication skills


• Good (working) knowledge of relevant business systems e.g. SAP (new systems/ acceptance and promotion)


• Excellent coaching and communication skills with a proactive approach to solutions


• Raise and support improvements ideas (both on resource/environment/systems)


• Ability to do the job independently


• Ability to prioritize and work on tight timelines


• Ability to support operations manager in managing the account


• Ability to act as the deputy of the Operations Manager whenever required both internally and externally


• Open to work in a 24/7 work environment

About us With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, and enabling people and their businesses.