.Overview:**_Role Purpose_**- The purpose of this role is to serve as a support, escalationpoint for the agents in solving issues presented to the Account ServiceDesk_**_Do_**- **To support the service desk agents in prompt delivery &customer service**- _ Advise and collaborate with the agents on current issues andworks toward the resolution of tickets_- _ Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up_- _ Coordinate with other IT teams as appropriate for closure of anyescalated ticket_- _ Act as a liaison between Service Desk and other teams to ensureeffective communication between teams_- **To provide liaison and governance at both internal &client levels**- _ Undertake a weekly review of the First Line Service Desk callqueues to ensure no unauthorized changes & mitigation of escalations_- _ Measure and report on service delivery performance metricsincluding customer satisfaction surveys and the incident tickets_- _ Lead in the development of good customer service practicesacross the service desk_- _ Produce statistics and management reports of the service desk toclient & management_- _ Communicate all process related changes and technical updates tothe team within specific timelines to ensure adherence to service deskguidelines_- **Capacity planning and capability development**- _Conduct capacity planning exercise to provide number of agents,skill levels to meet the Account Service Desk process fulfilment_- _ Conduct shift planning to meet the service requirements of theclient as per SLAs agreed_- _ Perform briefings to Service Desk agents on changes ordeployments that may affect volumes at the Service Desk _- _Assist SD agents by providing first line support when workloadsare high, or where additional experience is required_- _ Develop team skills and capability in managing processes toreach the desired productivity and efficiency by conducting processtraining/ refresher courses, providing performance feedback and managingbottom quartile team performers._- **Team Management**- _ Resourcing_- _ Forecast talent requirements as per the current and futurebusiness needs_- _ Hire adequate and right resources for the team _- _Train direct reportees to make right recruitment and selectiondecisions _- _Talent Management_- _ Ensure 100% compliance to Wipro's standards of adequateonboarding and training for team members to enhance capability &effectiveness_- _ Build an internal talent pool of HiPos and ensure their careerprogression within the organization_- _ Promote diversity in leadership positions_- _ Performance Management_- _ Set goals for direct reportees, conduct timely performancereviews and appraisals, and give constructive feedback to directreports