Service Desk Supervisor

Company: Mphasis
Location: Carrollton
Posted on: March 16, 2023

Job Description:

Process Skills: Supervise and review Service Desk activitiesReview and ensure compliance to standards like PCI, ISO, ISMS, BCMS by facilitating audits by internal and external teamsPlace hiring request and conducting interviewsWork with HR and support groups to improve employee retention and satisfactionIn-person feedback to reporting agents on daily basis regarding ticket hygiene and operational/procedural hygieneRoot cause analysis, tracking and reporting of escalation and SLA missesAttend change meetings and analyze potential impact to Service Desk operationsPerformance appraisal and normalizationParticipate in calibration and collaboration meetings with support function leadsConduct new hire technical and account specific training based on the requirementsCreate, maintain and update account training planProvide hands-on assistance to team members in case of issues, both through direct intervention and mentoringPrepare Score Cards and discuss and share feedback around improvement areasIdentify top performers and nominate for Rewards and Recognition and appreciationMonitor ticket ageing reports and drive team members to work on ageing ticketsFCR analysis - find out controllable resolution errors that could have been resolved at L1Who are we looking for?Expert in analytical skillsEffective Business CommunicationCoaching skillsSLA ManagementMS OfficeOperational knowledge of contact center platform and ITSM toolPerformance Management skillsConflict management skillsCapacity managementPresentation skillsTraining need identificationBehavioral Skills:Ability to work with team members with 100% co-ordination.Ability to adopt change and shape as per technology along with change in project.Outstanding organizational and time management skillsAbility to multitask and prioritize daily workloadPositive attitude with good communicationHighly motivated and self-learnerQualification:Any Graduate or pursuing last year of GraduationA+ Certified Who are we?Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. Over the years we have left an indelible - provided by Dice

Keywords: Mphasis, Carrollton , Service Desk Supervisor, Other , Carrollton, Texas