Tata Consultancy Services
Service Desk Shift Lead
May 2015 — Present
- Call Queue Monitoring of analysts taking calls. Avoid abandonment and accomplish with SLA's.
- Analysts Monitoring. Ensure that the analysts are logged punctuality and complying with the adherence (breaks, lunchs, time-off, etc.)
- Email inbox monitoring. Monitor the flow of emails received in the inbox and ensure they are answered in the time frame established.
- Chat Monitoring. Monitor the chats opened by end-users.
- Backlog Monitoring. Ensure that all tickets created by end-users and bounced back to Service Desk are assigned to the correct team.
- Floor Support. Check analysts calls and help them with the information needed.
- Cascade Information. Update analysts with new information received and Severity 1 incidents.
- Coaching. Help analysts with doubts in process and information not known.
- Handover Reports. Create reports for the next shifts in order to inform the relevant cases occurred during the shift.
- Severity 1 and 2 incidents.Assist analysts with the Severity 1 and 2 cases reported by users,
- Training. Give proper training to new resources in the area.