WNS Global Services
Outsourcing/Offshoring
ServiceDeskLead
“Service Desk Lead at WNS Global Services. Skills: Service desk operations, ITIL, SLA management. Manage 24x7 service desk operations. Drive ITIL-based service delivery”
What You'll Achieve.
Improve service performance; Improve user experience; Maintain quality; Maintain availability; Ensure prompt solutions; Address issues logically; Assist during severities; Accomplish targets
Industry & Context.
Troubleshooting
24x7 operations
What They're Looking For.
Must Have
Graduate degree, 4 to 8 years experience
What You'll Do.
Manage 24x7 service desk operations
Drive ITIL-based service delivery
Leverage reporting tools
Leverage automation tools
Leverage security tools
Monitor Omni channel platform
Provide frontline support
Manage end user escalations
Co-ordinate with Incident Management
Co-ordinate with SolarWinds team
Drive functional team performance
Maintain SLA deliverables
Create conducive environment
Monitor Service Desk dashboards
Cross geographical communications
Manage overall response
Manage overall resolution
How You'll Work.
Team & Collaboration
Cross geographical communications; Functional teams
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