Challenging and Skill oriented Environment
Team Lead - IT Helpdesk (Current Employee) – Bangalore, KA – 1 September 2012
The day starts with a team huddle ,provide technical updates to the team.
Report shrinkage to the Management.
Performance reviews, Rca 's for the Dsat tickets.
Client comment analysis and referral analysis.
Feedback to the technicians.
Motivate the technicians.
Escalation calls and their Rca's .
Outage and Resolver group calls
Feedback and update the knowledge base articles.
Monitoring Quality scores and feedback.
Action plans to manage performance.
Reviews and submit performance reports.
Document the concerns raised by engineers.
new challenges, skill improvement, client satisfaction