Role and Responsibility :

• Manage phone/chat queues and breaks vigilantly
• Report agent behaviour issues to managers/supervisors
• Notifying OMC during the outages and engaging the appropriate team on MI call(in case of a P1/P2)
• Be available on OMC bridge calls (for MI’s) and be available on OMC myRooms
• Notify all Support engineers about new and ongoing outages.
• Update IVR, IT Connect Banner, and Chat welcome script during volume surges and outages. Same to be removed once the outage is resolved.
• Switching agent chat capacity based on chat volumes.
• “Executive Summary” to be sent with the impact summary in case of any outages.
• Intraday report to be sent every 3 hours throughout the day.
• Track and maintain attendance for all frontline agents on the day to day basis, including compensatory off’s.
• Conduct daily huddles to share updates and collect feedback from the team
• Keep track and maintain Backlog (open tickets) for all ServiceDesk assignment groups
• Create and implement shift rosters that help the Service Desk meet its daily deliverables
• Identify potential issues in the environment by keeping a track of Top Contact Drivers

Education and Skills :

• Min. Qualification : Graduate in any stream
• Manage ServiceDesk Phone and Chat queue’s to maintain optimum service levels
• Proficient with all ServiceDesk tools and processes
• Knowledge of Hardware / Networking/ Operating System and other related technical issues.
• Understand Service Desk Deliverables and KPI’s
• Determination to achieve Service Levels
• Provide support to ServiceDesk engineers (ensure job aids and required access is granted)
• Willing to work in shifts; excellent written & spoken communication skills
• Good interpersonal skills

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