Service Desk Associate ensures service delivery within agreed speed and quality using Operational Excellence Model. He / She is expected to initiate and drive process improvements to lower costs and improve customer satisfaction
Roles and Responsibility :
1.Oversee Helpdesk team to ensure customer service level agreement and contractual obligations are met.
2.Effectively plan capacity to manage workload, resources across locations, shifts, of varying skills, seats and technology.
3.Conduct quality spot-checks and coaching to ensure process adherence among Helpdesk Agents.
4.Conduct training for new joiners, agent development, process improvements and new scope.
5.Manage escalations, conduct root cause analysis and take corrective actions and preventive actions.
6.Coach Helpdesk Agents to ensure quality and timely customer service is provided to Accenture employees. Train, establish and instill Operational Excellence work style and mindset among team members.
7.Ensures timely and accurate submission of reports such as but not limited to Service Performance Review, Monthly Scorecard and Data Analytics, etc.
8.Drive process improvement by providing insightful analytics, by conducting research to assist with design and implementation, by partnering with various stakeholders in conducting impact analysis and getting buy-
ins and by ensuring process changes are implemented as planned.
9.Effectively work with various stakeholders such as but not limited to Service Vendors, Workplace Operations and Finance.