Job
Description
Hi, We are hiring for ITES Company for Service Desk Lead Role. Job description Minimum 2 years as Service Desk Lead is Mandatory. The Service Desk Lead is responsible for managing and coordinating the activities of the service desk team They are responsible for ensuring the efficient and effective delivery of IT support services to internal and external customers The Service Desk Lead will oversee the resolution of incidents and service requests, monitor service levels, and ensure customer satisfaction They will also be responsible for managing and developing the service desk team members Duties and Responsibilities: Provide leadership and guidance to the service desk team, ensuring efficient and effective delivery of IT support services Oversee the resolution of incidents and service requests within defined service levels, ensuring timely and accurate responses to customer inquiries Monitor service levels and key performance indicators (KPIs) to ensure that targets are met or exceeded Manage and prioritize incoming support requests, assigning tickets to team members and ensuring appropriate resources are allocated Coach, mentor, and develop service desk team members, providing ongoing training and performance feedback Conduct regular performance evaluations for team members, addressing any performance issues and recognizing achievements Maintain and update the service desk knowledge base, ensuring that it contains accurate and up-to-date information for reference by the team Identify areas for service improvement and implement process enhancements to optimize service delivery Collaborate with other IT teams and stakeholders to resolve complex technical issues and ensure effective communication and coordination Develop and maintain service desk procedures, policies, and standards in line with industry best practices Stay up-to-date with industry trends and advancements in service desk technologies and tools, making recommendations for their implementation as appropriate Prepare reports and metrics on service desk performance, including incident trends, customer satisfaction, and team productivity Qualifications and Skills : Bachelor's degree in computer science, information technology, or a related field (or equivalent experience) Proven experience in a service desk or technical support role, with at least 2-3 years in a leadership or supervisory capacity Strong knowledge of IT service management (ITSM) principles, processes, and tools Excellent problem-solving and troubleshooting skills, with the ability to handle complex technical issues Exceptional customer service and interpersonal skills, with the ability to build strong relationships with customers and team members Strong communication skills, both verbal and written, with the ability to convey technical information to non-technical users Ability to work well under pressure and manage multiple priorities in a fast-paced environment Familiarity with ITIL (Information Technology Infrastructure Library) framework and its processes is preferred Proficiency in using service desk software, ticketing systems, and remote support tools To Apply WhatsApp 'Hi' @ 9151555419 and Follow the Steps Below: a) For Position in Pune Search : Service Desk Lead Pune (Job Code # 165 ) b) For Position in Bangalore Search : Service Desk Lead Bangalore (Job Code # 166) C) For Position in Hyderabad Search : Service Desk Lead Hyderabad (Job Code # 167)
