Service Desk Lead

Job Description

JD Skill Set: 8+ years experience F &A domain with excellent communication skills Good understanding of ERP’s Like SAP/Oracle/Main frame applications/Service now Strong problem-solving abilities with Ability to diagnose and resolve basic Month-end reporting/reconciliation issues. Good communication skills, with the ability to effectively communicate to a variety of audiences. Job Description / Responsibilities: The role shall be able to demonstrate leadership skills which include delivery of services as per contract, staff management, query and escalation management and governance management for a contact centre. Provide leadership steer to the on-floor staff. Must have good domain knowledge, Responsible for efficiently managing finance tasks in F & A domain with in-depth knowledge of P2P, O2C and R2R and be able to communicate effectively to understand the problem and explain its solution. The goal is to create value for clients that will help preserve the company’s reputation and business. Responsibilities Independently managing and directing the daily activities of Service Desk operations. Staff planning on floor to manage volumes/forecasts. This includes schedule adherence, work force management (Break management), shift management and rotation of staff etc. on floor. Excellent F&A domain knowledge Helping/driving initiatives for standardisation of processes and reducing escalations and queries on floor. Ensuring delivery of Service Desk services to levels of performance detailed in SLAs and/or OLAs. Supervising, planning, and managing functions concerned with Service Desk operations Reporting/communicating Service Desk performance, issues, successes, and opportunities to the Leadership Team. Carrying out performance measurements, monitoring, and evaluation of entire team to improve efficiency. Conduct regular team meetings and one-on-one sessions with the teams. Monitor calls, perform quality checks and provide necessary feedback to the team. Manage overall performance of the Service Desk including quality function performance. Manage overall reporting and MIS. Ensure active engagement with key stakeholders/colleagues periodically. Generate and implement ideas to improve the overall performance of the process. Manage shifts and schedules for Service Desk team members. Collaborate with business team leaders. Well versed with developing and/or updating Service Desk standard operating procedures (SOPs). Partner with business managers and process owners to identify opportunities for process and service desk improvements. Work to improve existing Service Level Agreements (SLA’s).