Are you ready to make an impact? Join Infosys BPM as a Service Desk – Team Lead and jumpstart your career!

Team Leader is responsible to manage the performance of services to clients (24 x 7, 365 days per year), ensure that service levels are achieved in line with contracts and that client expectations are exceeded. Ultimate responsibility for ownership of all user incidents or logged service requests and track the incidents to conclusion in line with SLAs and quality standards.

Team Leader manages critical user incidents, associated to customer communication, activities and any appropriate escalations. The Team Leader will also provide information about incidents analysis and KPIs. This person will build services relationship with customers and conduct service reviews for key customers. Review performance reports, service improvements, service quality and processes. Team Leader will attend to client calls, daily, weekly, monthly reviews with clients as necessary.

Key Responsibilities:

·        Manage and collaborate with third party suppliers and ensure that their performance and provision of services and quality are in line with our expectations and enable us to meet or exceed service levels

·        Measure, monitor and work to drive down incident levels. This will relate to Product and user problems. Ensure that the Service Desk actively participates in improving the usability and reliability of client services

·        Ensure that practices and processes exist and when it is possible are standardized and repeatable. Ensure that these ones are continually improving and produce business cases to support team activities

·        Identify and implement improvements to the Service Desk incident logging system in order to provide a more effective and efficient service to clients

·        Ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers

·        Contribute to the success of the business and assist in improving the overall customers experience within the team

·        Ensure that the Infosys and Client Mission and Vision, strategy and business plan are understood by all the team

·        Exceed goals and KPIs as set by the line manager

·        Ensure that team’s KPIs are monitored, actions are taken, evaluated accordingly and delegated properly

·        Review aspects for improvement with own practices and processes and ensure that communication takes place across the whole area of responsibility

·        Check Service Level reports throughout the day and manage the volume.

·        Monitor shift attendance and follow the attendance policies and procedures

·        Issue corrective action as needed for behavioral or attendance issues

·        Conducts daily monitoring through remote barging, Side by Side, or recorded calls.

·        Provides Real time feedback to Service Desk agents on performance and behavioral issues.

·        Document feedback session.

·        Update daily scorecards and make it visual to Service Desk Agents

·        Conducts Daily Team Huddles and discusses current performance, action plans, observation, roadblocks and updates.

·        Tracks assigned tickets and follow up resolution.

·        Conducts Root Cause analysis on performance and process related issues.

·        Service Desk Agents First Point of Escalation

·        Conducts and document Weekly Performance Review with IT Services Agents.

·        Attends weekly meetings with Management as needed.

·        Attends Weekly Calibration Session with Quality Team to address pain areas on performance.

·        Updates Daily Monitoring on Open Tickets.

·        Conducts and document Monthly Performance Review with IT Services Agents

·        Conducts and document Goal Setting with Service Desk

·        Attends Monthly Strategic Planning Session with Leadership Team

·        Issue Performance Improvement Plan if necessary

Key Requirements:

·        Bachelor's degree graduate, any field.

·        Must have at least 4 years of relevant experience and at least 2 years of Service Desk Team Lead experience

·        Experience on Ticket Analysis and understanding issue trends

·        Excellent verbal, interpersonal, communication and analytical skills.

·        Planning, organization and management of the work.

·        Precision, reliability, dynamism and flexibility. 

·        Ability to multi-task in a fast-paced environment

·        Must be willing to work on shifting schedules and be assigned in BGC.

Why Infosys:

·        Quarterly performance bonus.

·        Outstanding career development opportunities and fast track career progression.

·        Enjoy a fair work-life balance.

·        HMO and Life Insurance for employee and 2 dependents for free.

·        24 Leaves annually.

·        Inside the Central Business District area.

·        Use of Gym, pantry, karaoke room, sleeping quarters and other recreational facilities.

·        Great Place to work certified.

“ We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines” 

Please refer to job description.