Service Desk Manager (SDM

ervice Desk Manager (SDM)

Language: Proficient in English (Read + Write + Speak) mandatory and

Certification: Non-Native: Mandatory JPLT N1 ONLY and Minimum 2 years working for a voice Support for a customer

Equivalent test of spoken and written and technical IT specific knowledge in both and English

Role purpose: The Service Desk Manager is responsible for one delivery center to ensure all Metrics are measured and adhered. Owner of key measurements, Service Levels, and critical deliverables for SD services

Main responsibilities:

Performance of a single delivery center. Adherence to standards, measurement and reporting of metrics. Overall responsibility for processes, escalations, knowledge management within the DC

New transitions and integration with the current teams. Knowledge acquisition, completion of documentation, management of infrastructure requirements, and all requirements that are associated with the new transitions. Operations reporting and governance meetings.

Major activities:

Manages all activities in the Delivery center

Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes sure they are aligned

Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM Workforce Management)

Ensures process changes are implemented

Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.

Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center

Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.

Reviews escalations and implements corrective and preventive actions on DC level

Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)

Supervises performance of the team and is responsible for their qualification

Attends the monthly quality meeting, BMC Remedy Resolver Group Team Leads meeting, and the SD Monthly Call (SDMC)

Service Desk Team Lead

Language: Proficient in English (Read + Write + Speak) mandatory and

Certification

Non-Native: Mandatory JPLT N1 ONLY and Minimum 2 years working for a voice Support for a customer

Equivalent test of spoken and written and technical IT specific

knowledge in both and English

Role purpose: The Service Desk Team Lead leads a team of Service Desk Agents.

Main responsibilities:

Accurate recording and tracking of customer requests. Adherence to SLAs on team level. Performance of the team.

Major activities:

Monitors open tickets for service level breaches

Identifies potentially major problems

Uses established procedures, guidelines, and standards

Responds to changing business needs by recommending new ways to handle new issues

Monitors the direction of appropriate incident tracking processes to be followed by team

Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure

Conducts leave and resource management for each queue

Handles escalated calls

Implements SIP and CIP

Conducts quality audits, coaches, and mentors the team members

Prepares Materials for: Escalation calls thrice a week, Low CSAT calls twice a week, Help File calls, Incident Management calls, and First Call Fix exception calls

Attends the monthly quality meeting and BMC Remedy Resolver Group Team Leads

Service Desk Agent – L1

Language: Proficient in English (Read + Write + Speak)

Certification: Non-Native: Mandatory JPLT N1 ONLY and Minimum 2 years working for a voice Support for a customer

Equivalent test of spoken and written and technical IT specific knowledge in both and English

Role purpose: Answer calls and Service Requests from end users and track status and progress to resolution.

Main responsibilities:

Adherence to policies and procedures, closure of open calls after resolution.

Major activities:

Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD

Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User

Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution

Routes the enquiries to Resolver Groups as appropriate

Re-routes misdirected calls

Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures

Provides status and updates on tickets to authorized users

Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction

Makes recommendations for updates to the KB database

RDS Analyst / Level 1.5 (referred as RDS)

Language: Proficient in English & (Read + Write + Speak )

Non-Native: Mandatory JPLT N1 ONLY and Minimum 2 years working for a voice Support for a customer.

Equivalent test of spoken and written and technical IT specific knowledge in both and English

Role purpose: The RDS Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR He/She should follow KEDBs, Wikis for resolving technical issues and follow the defined processes(SOPs/SOWs) while attempting to resolve the incidents

ervice Desk Manager (SDM)

Language: Proficient in English (Read + Write + Speak) mandatory and

Certification: Non-Native: Mandatory JPLT N1 ONLY and Minimum 2 years working for a voice Support for a customer

Equivalent test of spoken and written and technical IT specific knowledge in both and English

Role purpose: The Service Desk Manager is responsible for one delivery center to ensure all Metrics are measured and adhered. Owner of key measurements, Service Levels, and critical deliverables for SD services

Main responsibilities:

Performance of a single delivery center. Adherence to standards, measurement and reporting of metrics. Overall responsibility for processes, escalations, knowledge management within the DC

New transitions and integration with the current teams. Knowledge acquisition, completion of documentation, management of infrastructure requirements, and all requirements that are associated with the new transitions. Operations reporting and governance meetings.

Major activities:

Manages all activities in the Delivery center

Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes sure they are aligned

Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM Workforce Management)

Ensures process changes are implemented

Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.

Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center

Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.

Reviews escalations and implements corrective and preventive actions on DC level

Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)

Supervises performance of the team and is responsible for their qualification

Attends the monthly quality meeting, BMC Remedy Resolver Group Team Leads meeting, and the SD Monthly Call (SDMC)

Service Desk Team Lead

Language: Proficient in English (Read + Write + Speak) mandatory and

Certification

Non-Native: Mandatory JPLT N1 ONLY and Minimum 2 years working for a voice Support for a customer

Equivalent test of spoken and written and technical IT specific

knowledge in both and English

Role purpose: The Service Desk Team Lead leads a team of Service Desk Agents.

Main responsibilities:

Accurate recording and tracking of customer requests. Adherence to SLAs on team level. Performance of the team.

Major activities:

Monitors open tickets for service level breaches

Identifies potentially major problems

Uses established procedures, guidelines, and standards

Responds to changing business needs by recommending new ways to handle new issues

Monitors the direction of appropriate incident tracking processes to be followed by team

Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure

Conducts leave and resource management for each queue

Handles escalated calls

Implements SIP and CIP

Conducts quality audits, coaches, and mentors the team members

Prepares Materials for: Escalation calls thrice a week, Low CSAT calls twice a week, Help File calls, Incident Management calls, and First Call Fix exception calls

Attends the monthly quality meeting and BMC Remedy Resolver Group Team Leads

Service Desk Agent – L1

Language: Proficient in English (Read + Write + Speak)

Certification: Non-Native: Mandatory JPLT N1 ONLY and Minimum 2 years working for a voice Support for a customer

Equivalent test of spoken and written and technical IT specific knowledge in both and English

Role purpose: Answer calls and Service Requests from end users and track status and progress to resolution.

Main responsibilities:

Adherence to policies and procedures, closure of open calls after resolution.

Major activities:

Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD

Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User

Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution

Routes the enquiries to Resolver Groups as appropriate

Re-routes misdirected calls

Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures

Provides status and updates on tickets to authorized users

Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction

Makes recommendations for updates to the KB database

RDS Analyst / Level 1.5 (referred as RDS)

Language: Proficient in English & (Read + Write + Speak )

Non-Native: Mandatory JPLT N1 ONLY and Minimum 2 years working for a voice Support for a customer.

Equivalent test of spoken and written and technical IT specific knowledge in both and English

Role purpose: The RDS Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR He/She should follow KEDBs, Wikis for resolving technical issues and follow the defined processes(SOPs/SOWs) while attempting to resolve the incidents

ervice Desk Manager (SDM)

Language: Proficient in English (Read + Write + Speak) mandatory and

Certification: Non-Native: Mandatory JPLT N1 ONLY and Minimum 2 years working for a voice Support for a customer

Equivalent test of spoken and written and technical IT specific knowledge in both and English

Role purpose: The Service Desk Manager is responsible for one delivery center to ensure all Metrics are measured and adhered. Owner of key measurements, Service Levels, and critical deliverables for SD services

Main responsibilities:

Performance of a single delivery center. Adherence to standards, measurement and reporting of metrics. Overall responsibility for processes, escalations, knowledge management within the DC

New transitions and integration with the current teams. Knowledge acquisition, completion of documentation, management of infrastructure requirements, and all requirements that are associated with the new transitions. Operations reporting and governance meetings.

Major activities:

Manages all activities in the Delivery center

Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes sure they are aligned

Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM Workforce Management)

Ensures process changes are implemented

Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.

Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center

Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.

Reviews escalations and implements corrective and preventive actions on DC level

Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)

Supervises performance of the team and is responsible for their qualification

Attends the monthly quality meeting, BMC Remedy Resolver Group Team Leads meeting, and the SD Monthly Call (SDMC)

Service Desk Team Lead

Language: Proficient in English (Read + Write + Speak) mandatory and

Certification

Non-Native: Mandatory JPLT N1 ONLY and Minimum 2 years working for a voice Support for a customer

Equivalent test of spoken and written and technical IT specific

knowledge in both and English

Role purpose: The Service Desk Team Lead leads a team of Service Desk Agents.

Main responsibilities:

Accurate recording and tracking of customer requests. Adherence to SLAs on team level. Performance of the team.

Major activities:

Monitors open tickets for service level breaches

Identifies potentially major problems

Uses established procedures, guidelines, and standards

Responds to changing business needs by recommending new ways to handle new issues

Monitors the direction of appropriate incident tracking processes to be followed by team

Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure

Conducts leave and resource management for each queue

Handles escalated calls

Implements SIP and CIP

Conducts quality audits, coaches, and mentors the team members

Prepares Materials for: Escalation calls thrice a week, Low CSAT calls twice a week, Help File calls, Incident Management calls, and First Call Fix exception calls

Attends the monthly quality meeting and BMC Remedy Resolver Group Team Leads

Service Desk Agent – L1

Language: Proficient in English (Read + Write + Speak)

Certification: Non-Native: Mandatory JPLT N1 ONLY and Minimum 2 years working for a voice Support for a customer

Equivalent test of spoken and written and technical IT specific knowledge in both and English

Role purpose: Answer calls and Service Requests from end users and track status and progress to resolution.

Main responsibilities:

Adherence to policies and procedures, closure of open calls after resolution.

Major activities:

Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD

Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User

Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution

Routes the enquiries to Resolver Groups as appropriate

Re-routes misdirected calls

Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures

Provides status and updates on tickets to authorized users

Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction

Makes recommendations for updates to the KB database

RDS Analyst / Level 1.5 (referred as RDS)

Language: Proficient in English & (Read + Write + Speak )

Non-Native: Mandatory JPLT N1 ONLY and Minimum 2 years working for a voice Support for a customer.

Equivalent test of spoken and written and technical IT specific knowledge in both and English

Role purpose: The RDS Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR He/She should follow KEDBs, Wikis for resolving technical issues and follow the defined processes(SOPs/SOWs) while attempting to resolve the incidents