Service Desk Team Lead

Role & responsibilities

Role Name: - Group Lead

Location- Noida

Address:-

Type of Job: - WFO

No of days working in a week: - 6 days

Shift- 9 AM- 6 PM

• Supervision and Coaching: Leads a team of service desk analysts, assigning tasks, monitoring performance using Key Performance Indicators (KPIs), and providing coaching and training.
• Performance Improvement: Balances workload, ensures adherence to SLAs, and drives initiatives to improve the first-line fix rate.
• Team Development: Conducts regular performance reviews and fosters a culture of knowledge sharing and quality customer service.

Incident and Request Management

• Escalation Point: Acts as the primary escalation point for complex technical issues and major incidents, coordinating with other IT teams for resolution. 
• Process Adherence: Ensures that incidents and requests are properly categorized, logged, and updated in the ticketing system. 
• Customer Satisfaction: Monitors customer feedback and takes action to improve the customer experience and satisfaction levels. 

if interested kindly share your resume ekta@progressive.in

9560621796