Service Desk Lead

As a Service Desk L2 Lead at HCLTech, Nagpur, your role is crucial in handling L1 issues reported with the Apps & Infra Helpdesk. Your responsibilities will include: - Receiving calls, emails, and web-tickets from end users and other Agency Service Desks/Help Desks - Creating Incident tickets or Service Request tickets and logging all pertinent information - Tracking and classifying incoming incidents or service requests, and providing initial solutions - Providing initial assessment of categorization and prioritization for reported Incidents and Service Requests - Ensuring proper escalation and assignment of Incidents and Service Requests to appropriate support groups - Performing hierarchical escalation to Service Desk Management and Incident Management - Communicating with end users regarding the status of Incidents, Service Requests, and Changes - Compiling data through Incident entry for management information and reporting - Maintaining ownership of Incidents, ensuring status updates and resolution according to SLAs - Providing input to Service Desk Management regarding Continuous Improvement opportunities - Cooperating with internal groups (Problem Management, second-line) and external support teams for incident redirection No additional details of the company were provided in the job description.,