IT Help Desk Team Lead - HR Purvi

Job Description

Role & responsibilities Handle queue and reporting mechanisms, ensuring OP1s quality of data backfilling. Identify process inefficiencies and suggest improvements, both manual and automated. Track support/Zoom live response times and ensure SLA compliance. Escalate unresolved issues to the PgM when necessary. Provide guidance and training support to OP1 agents. Generate actionable insights and propose fixes. Maintain an SSOT/repository for the entire process they own. Technical Support: Address user issues efficiently and escalate as required. Documentation and Reporting: Create detailed documentation for processes, tools, and user queries. Maintain a record of stakeholder communications and deliverables. Create reporting templates for daily, weekly, and monthly reports. Floating Responsibilities: Manage backlogs, escalations, and high-priority cases. Provide mentorship and process guidance to OP1 agents. Work on workflow optimizations and process improvement projects. Support the PgM in refining support processes. Preferred candidate profile Excellent communication and email drafting skills. Is Comfortable with 24*7 Shift Must be a quick learner and curious to learn more. Improve workflow efficiency through process improvement and manual work reduction. Work collaboratively with OP1s to manage workload. Ensure smooth resolution of escalated cases. Develop strategic process improvement plans to enhance efficiency. Computer applications i.e. MS Office and on-line tools Strong interpersonal & influence management skills and decision making skills Stakeholder Management Perks and benefits Transport Facility Meals Provided Competitive Salary