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IT Service Desk Team Leader

IT Service Desk Team Leader

TELUS InternationalCasablanca Metropolitan Area, Morocco
30+ days ago
Job description

Job Description

  • Provides real-time assistance for Level I and Level 2 Service desk Team Members
  • Monitor call lengths to identify those that have exceeded the L1 process time threshold and offer real-time assistance.
  • Review and expedite resolution for aging tickets ensuring SLA adherence.
  • Ensure agents are working on all tickets assigned and meeting their SLA
  • Identify and implement improvements to the Service Desk to improve overall customer experience
  • Ensure that team goals and KPIs are achieved and team members are performing against targets
  • Collaborate with Support team and action output related to :
  • Ticket analysis, Quality reviews, Team member Schedule Adherence and handle time
  • Ensure all calls are tracked in remedy and ticket number is provided to users
  • Keep his team members informed of what is happening in the program and in the company
  • Organize team buildings and other activities to ensure that agents are motivated
  • Perform random ticket quality and accuracy audits
  • Contribute to improving all Knowledge Management and SOPs. Encourage and motivate Service Desk Team members to use knowledge Scripts and flag knowledge requests
  • Provide information about incidents analysis and KPIs.
  • Take ownership of critical incidents and any appropriate escalations
  • Attend to escalations from Customers, CSMs and support teams and ensure it is tracked in the escalations database
  • Review his team members’ PPO and PPR and provide regular coaching and mentoring;
  • Coaching is to be done for each agent on a weekly basis based on FCR, Call Quality and Ticket Quality. ect.. Ensure the coach logs are well documented with action items and provided to Team Members
  • Field first-level incoming calls when needed
  • Interface with unsatisfied clients regarding unresolved / pending issues / tickets
  • Participate in Daily Service Review (DSR) meetings

Skill Sets

  • Strong understanding of Service Desk metrics / SLA’s.
  • Sound understanding of customer support, operations, and processes.
  • Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers.
  • Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required.
  • Experience with multi-platform Windows O / S required.
  • Active Directory and Exchange preferred.
  • Solid analytical / cognitive skills to troubleshoot complex and technical problems.
  • Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.
  • Demonstrated capability to achieve results under pressure in a fast-paced client-driven environment.
  • Strong desire and enthusiasm to serve customers.
  • Basic knowledge of ITIL.
  • Basic knowledge of Mobile device support.
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    Team Leader • Casablanca Metropolitan Area, Morocco