Service Desk Lead

As an individual with excellent communication skills, you will be responsible for handling voice calls and utilizing your knowledge of ITIL processes such as Incident Management and Service Request fulfillment. Your role will involve documenting technical details, process updates, ticket status, and other relevant information under the guidance of the Quality Lead. Key Responsibilities: - Monitor the Incident Management queue, assign/reassign tickets, and follow up according to standard procedures. - Execute service requests raised in the ticketing tool following the provided SOPs. - Conduct L1 level troubleshooting for issues related to desktop, network, printer, Active Directory, O365, Lotus Notes, and email. - Track incidents, service requests, and problem tickets to ensure resolution within SLA, escalate unresolved issues, analyze ticket trends, and provide reports with improvement actions. - Provide remote desktop support using Remote Desktop to assist end-users as required. - Utilize your analytical skills to understand end-users" technical requirements and demonstrate solid troubleshooting, problem-solving, and analytical abilities. Qualifications Required: - Proficiency in both spoken and written communication. - Experience in managing and resolving issues through voice calls. - Knowledge of Incident Management and Service Request fulfillment. - Strong documentation skills. - Experience in executing service requests according to SOPs. - Ability to work in rotational shifts 24/7 365 days.,