Deputy Team Lead – L1 Job at 360 Resourcing Solutions (Vadodara)

Job Description

Your role as a Deputy Team Lead of PMC’s L1 Service Desk requires you to carry out duties to actively support the Team Lead and the wider management team in improving service; managing the team and training analysts to distribute both your technical and customer service knowledge, whilst actively engaging in training and development to improve your skills with a view to progressing towards a Team Lead role. Your role is key in improving morale, promoting enthusiasm and diligence through leading by example on the desk. This role will play a key role in the leadership team of PMC’s collocated L1 Service Desk ensuring that the desk always has a senior member present and providing an overview of the whole Service Desk Service to support PMC’s customers. The candidate should be willing to work in 24*7 environment, with different shift patterns as per the business needs.

Job Responsibility

Manage the overall desk activities covering the Team Lead when they are not present on the desk
Actively promoting successful delivery measured against KPIs and SLAs by driving day by day, hour by hour activity
Act as an escalation point for all L1 analysts, escalating to the Team Leads/Managers/SDMs when appropriate
Participate in the shift rotas to ensure senior cover on the desk is maximised
Ensuring senior leadership team take ownership of the entire service, including weekends and bank holidays
Drive the implementation of methodologies to improve first call resolution
Assist where required with Service desk reporting on weekly/monthly reports to managers
Early identification of potential risks to not fulfilling contractual obligations facilitating a proactive rather than reactive approach
Report to Team Leads/Managers/SDMs on any issues that could significantly impact the business
Take responsibility for incident management and request fulfilment on the Service Desk by identifying and communicating ‘jobs for the day’
Ensuring the knowledge and skills are distributed through training
Developing and maintaining an up to date Knowledge Base and technical training documents
Acting as an escalation point where difficult calls are received
Representing the Service Desk at internal and, when required, external meetings
Developing and maintaining key training matrixes for each client to support technical training
Ensuring your knowledge as a client subject specialist is up to date, whilst communicating and training to enable others to reach your skill level
Providing first line support to PMC’s customers
Maintaining quality and where possible identifying areas of improvement in quality of service provided to clients
Daily training, coaching and mentoring of team analysts
Assisting with preparation for service reviews
Producing client reports and statistics

Requirements

Demonstrable experience working within an I.T. support environment
Experience in a supervisory or line management capacity is highly desirable
Impeccable organisation and time management skills
Attention to detail and accuracy
Excellent customer service and ability to meet and exceed customer needs
Experience of working in a small collaborative team to achieve the team objectives
Excellent working knowledge of Microsoft Office suite (Word, Excel, PowerPoint, Outlook, Skype)
Demonstrable experience of managing a busy workload with competing priorities
Experience of managing administrative tasks within an office environment
Ability to lead, influence and develop self and others
Excellent relationship and people management skills
Excellent technical knowledge of the products and services supported by the desk
Excellent communication skills with the ability to communicate effectively at all levels
Excellent problem-solving skills
Understand the importance of meeting deadlines whilst ensuring effective customer service
Organised with an ability to deal with a busy workload and prioritise as appropriate to the prevailing work challenges
Ability to work independently and demonstrate a methodical approach to work under pressure
Proactive and self-motivated approach and positive outlook to all work activities and challenges
Displays a high level of professionalism when dealing with challenges and difficult situations
Strong interpersonal skills – able to build, develop and maintain relationships both internally and externally

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Deputy Team Lead – L1

Job Description

Job Responsibility

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