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Service Desk

2 months ago

Pune, India Wipro Full time
  • Job Profile: Helpdesk Shift Lead.
  • Need Only Immediate Joiners.


Helpdesk Shift Lead :

Responsible for providing guidance, support and training to a team of Helpdesk Analysts working a 24x5 environment.


Job Responsibilities :

  • Provide assistance and support to users when workload is high or during reduced staffing levels.
  • Act as a point of escalation for colleagues / end users
  • Review the Incident / Request Management processes and take feedback to develop and maintain the processes and documentation
  • Ensure an efficient and effective service is delivered in line with customer expectations
  • Coach, develop and motivate colleagues, offer training sessions to address any gaps in knowledge
  • Generate service management reports as mutually agreed from the ticketing tools
  • Ensure Queue hygiene is maintained
  • Conduct periodic internal audits to ensure the team is delivering quality service
  • Support the IT Service Manager with people management activities including staffing, recruitment and leaves
  • Be a champion to our customers


Skills Required :

  • Experience: Min 3 years Knowledge of relevant call tracking applications.
  • Should have good written and verbal communications skills.
  • Knowledge and experience of customer service practices. ITIL Service Management.
  • User support experience, including remote desktop support, Windows operating system and active directory.
  • Good people management skills.