Italian Team Leader for Service Desk

IDEAL CANDIDATE

Proficiency in English & Italian
Knowledge of ITIL Service Delivery (Incident, Problem and Change Management procedure)
Troubleshooting skills and experience in solving UAM, PWD resetting and messaging
Troubleshooting skills and shrink-wrapped applications (MS Office, Adobe etc.)
iPad iPhone knowledge is a must
Troubleshooting skills for VPN connectivity, calling, wireless routers
Knowledge of the register with active addresses, domain controllers, etc.
Exposure to password reset tools
Troubleshooting experience using remote control tools
Previous experience of IT support in a Corporate environment or other high customer sensitivity functions is a plus.
Analyzing and solving problems
The ability to communicate well to clients
Proactively, taking responsibility, involvement
Numerical competency
Good interpersonal and communication skills
Good planning skills

RESPONSIBILITIES

• Manage a team of Service Desk Analysts providing support across multiple countries.
• Responsible for Service Levels – ASA, Abandon, FCR etc.
• Responsible for Floor Discipline as per Floor Policy
• Delivery:
• Required to study the Due Diligence / transition documents and gain understanding of customer business
• Will be involved in resource / volume ramp-up plan/ backfilling resources planned for rotation and resignation cases
• Tracking Performance of individual Projects within the delivery
• Participate / presenting Service Desk performance in client and internal reviews
• Take spot decisions on extending shifts of the current team to meet fluctuation in call volumes
• Monitoring queues to ensure SLA adherence
• Ensuring customer satisfaction is met while ensuring adherence to process compliance.

Incident Management:
Following up with the team to ensure compliance to all ticket follow-up within SLA
Reporting back to Incident Manager on ticket follow-up process
Identifying the general tendencies at the callticket level and communicating the results to the incident manager in order to manage better the activity at the project level

Reports Reviews:
Publish Monthly reports on team productivity
Create and review the daily, weekly and monthly SLA dashboards
Publishing daily dashboards to customer
Attending customer review calls to provide update on performance
Create update approve SOPs and update Knowledge Base accordingly
Coordinate with KM and Customer for KB update sign-off as applicable

Other responsibilities:
Ensure quality checks are conducted for all team members
Ensure all mandatory compliance trainings are completed for self and team members no deviation.
Ensure individual process training deficiencies for team members are identified and conducted.
Preparation of team schedule of a weekly basis to ensure complete coverage as per contractual obligations
Conduct team appraisals in person and on system within defined timelines. Also drive team members to complete self-appraisal ahead of deadline.
Conduct team huddles on a daily/weekly basis.

BENEFITS

Opportunity to work in a young and dynamic environment;
Attractive benefits package
Lunch tickets
Fitness deduction
Transportation deducted
Health insurance and dental scheme
Opportunity to develop and learn constantly
Access to internal training (job related and soft skills training)

ABOUT COMPANY:

Wipro Technologies is a trendsetter and leader in the outsourcing space.
We invite passionate, energetic, creative and focused individuals who want to be a part of our growth story!
Wipro Technologies is the best option you can find to develop your expertise in the industry. You will get immense opportunities to learn from our focused approach towards delivering long-term benefits and measurable value to our customers.