Service Desk Lead

The Service Desk L2 Lead role at HCLTech, Nagpur involves handling L1 issues reported with the Apps & Infra Helpdesk. As an Analyst in this role, your responsibilities will include receiving calls, emails, and web-tickets from end users and other Agency Service Desks / Help Desks. You will be required to create Incident tickets or Service Request tickets, logging all pertinent information. Your tasks will also involve tracking and classifying incoming incidents or service requests, attempting initial solutions, and providing an initial assessment of categorization and prioritization. The goal is to achieve a higher level of first contact resolution. Additionally, you will ensure that incidents and service requests are properly escalated and assigned to appropriate support groups. In cases where hierarchical escalation is needed, you will escalate to Service Desk Management and Incident Management. Communication with end users regarding the status of Incidents, Service Requests, and Changes is a crucial part of this role. You will also be responsible for compiling data through Incident entry for management information and reporting purposes. Maintaining ownership of Incidents, ensuring status updates and resolution according to SLAs, will be a key aspect of your daily tasks. Providing input to Service Desk Management regarding Continuous Improvement opportunities is also expected from you. Collaboration with internal groups such as Problem Management, second-line support, and external support teams is essential to properly redirect incidents. The salary for this position will be as per relevant experience and last drawn CTC, to be discussed during the interview. If you find this role suitable, please revert with your updated CV.,