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
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