Shift Lead with English

Key Responsibilities

• Drive daily operations to achieve the agreed SLA and to provide best quality of service.
• Monitor the metrics in the team and guide the team towards attaining the metrics
• Team building
• Conduct monthly training in the upcoming technology or the new process defined by client.
• Creation of new processes
• Daily audit in team case tracker
• Documentation of processes
• Conduct assessments of the team to understand the level of knowledge and provide training where required
• Queue Management
• Client Escalation
• Preparing documents on escalations
• Ownership of CIM process from SD
• Daily analysis of incoming volumes to optimize team and coverage
• Ownership of team schedules and rosters
• Ownership of runbooks

Requirements

• Relevant experience in service delivery
• Excellent English
• Relevant training in people management
• Technical helpdesk or technical call center experience is necessary
• Disciplined, systematic problem solving skills required
• Excellent communication and conversation skills (verbal and written)
• Good documentation skills

Technical skillset required

• Microsoft environment knowledge
• In-depth for desktop (Clients: Windows7, Windows Vista, Windows XP, Windows 2000)
• Conceptual knowledge on servers (Servers: Windows 2000, Windows 2003, Windows 2008)
• Good working knowledge of Active Directory
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007)
• Anti-virus and firewall support
• VPN and remote dial-in users
• In-depth knowledge of peripheral devices
• Understanding of PDA and blackberry support
• In-depth knowledge of Lotus application support
• PC hardware knowledge
• ITSM ticketing tools

We offer:

• Life insurance
• Private healthcare
• MultiSport Card
• Clear career path in a growing multinational organization