Information Technology Service Desk

1 week ago

india, IN Whitehats Full time

Company Description

Whitehats, a proud member of the Pharaon Group of Companies, is a Dubai-based IT network and infrastructure support organization. Established in 2007, the company specializes in IT/Network Solutions, Support Solutions, and Security Solutions with a dedicated team of highly experienced professionals. Whitehats is recognized for its SLA-based IT support services provided to enterprises, SMEs, and home offices, ensuring compliance with security and network protocols. Additionally, Whitehats collaborates with international IT service providers, delivering local support in the region. As a trusted partner, Whitehats offers peace of mind through services such as remote support, network security, and unified communication solutions.


We are seeking a proactive Remote IT Service Desk to oversee and coordinate our overseas IT Service Desk operations. This role involves hands-on ticket management, smart ticket routing, and team leadership to ensure timely, efficient, and customer-focused IT support.

The IT Team Leader will log, track, and assign tickets, make routing decisions (remote vs. onsite dispatch vs. escalation), and ensure smooth operations of the service desk.


Key Responsibilities


Ticket & Incident Management

  • Record and log incoming tickets in the ITSM/ticketing system.
  • Monitor and manage the service desk queue in real time.
  • Assign tickets to the right engineers based on skills, workload, and availability.
  • Apply smart routing logic (L1 → L2 → L3 escalation, vendor coordination, or dispatch to onsite).
  • Make transportation/dispatch decisions for onsite support engineers when required.
  • Ensure tickets are updated with proper notes, resolutions, and closure comments.

Team Leadership

  • Supervise a remote team of Service Desk Engineers (L1/L2).
  • Balance workloads across the team and provide shift coverage planning.
  • Mentor, coach, and conduct regular performance reviews.
  • Act as the first point of escalation for complex tickets.

Operations & Reporting

  • Track SLA performance and ensure timely resolution.
  • Produce daily/weekly ticket and performance reports.
  • Highlight recurring incidents for problem management.
  • Suggest automation and workflow improvements.

Customer Service

  • Maintain professional and empathetic communication with customers.
  • Handle escalated client concerns and complaints.
  • Support Service Desk Manager in client-facing SLA/operations reviews.

Requirements & Qualifications

Must-Have

  • 4–6 years of IT support/service desk experience.
  • Prior Team Lead / Supervisor experience in IT Service Desk.
  • Strong knowledge of Microsoft 365, Windows/macOS, networking basics, and endpoint tools.
  • Hands-on experience with ITSM/ticketing systems (e.g., Freshservice, ServiceNow, Zendesk).
  • Strong decision-making skills for ticket routing and resource dispatching.
  • Excellent English communication (written & verbal).

Nice-to-Have

  • MSP / Managed IT Services background.
  • ITIL Foundation certification.
  • Familiarity with RMM and automation tools.

Benefits

  • Fully Remote – work from anywhere.
  • Fexible schedule (aligned with UAE business hours).
  • Training & certifications support.
  • Clear growth path toward Service Desk Manager or Service Delivery Manager.


  • Service Desk Lead

    2 weeks ago

    , India, IN HCLTech Full time

    Dear Candidate,We have opening for “Service Desk L2 Lead” role at HCLTech, Nagpur. Please see the below job description and revert with your updated CV in case you find it suitable.GRADE/ ROLE/ SALARY – As per relevant experience and last drawn CTC. To be discussed during the interview.JOB DESCRIPTION:Analyst would be responsible for handling L2 issues...

  • Information Technology Help Desk Analyst

    1 week ago

    Gurugram, Haryana, India, IN BlackBeltHelp Full time

    BlackBeltHelp, we operate from Gurugram, Sector 33, Infocity 2. Shift timings - Rotational Shifts. 5 Days Working. Title: IT Helpdesk Analyst Summary of Responsibilities: • Provide friendly, courteous, and quality support to all users. • Strive to meet or exceed all SLA goals. • Respond to incoming telephone calls, voicemail, web-submissions, emails,...

  • Information Technology Help Desk Support

    2 weeks ago

    Gurugram, Haryana, India, IN Axtria - Ingenious Insights Full time

    Axtria – An Overview:Axtria is a global provider of cloud software and data analytics to the Life Sciences industry. We help Life Sciences companies transform the product commercialization journey to drive sales growth and improve healthcare outcomes for patients. We are acutely aware that our work impacts millions of patients and lead passionately to...

  • Service Desk Lead

    6 days ago

    Gurugram, Haryana, India, IN Tata Consultancy Services Full time

    ROLE : Service Desk LeadExp : 8 to 10Location : GurgaonJD:Manage and supervise Service Desk team members.Ensure adherence to ITIL processes and SLAs.Monitor ticket queues and prioritize critical issues.Provide escalation support for complex incidents.Conduct regular team meetings and performance reviews.Maintain and update knowledge base articles.Collaborate...

  • Help Desk Analyst

    1 week ago

    india, IN ALIANDO Full time

    Job Title: Help Desk Analyst Department: Managed Services Position Type: Full TimeLocation: India Remote Company Overview: ALIANDO is an award-winning Azure Expert Managed Service solutions company focused on selling and deploying Microsoft technologies for U.S. and international companies. For over 20 years, Microsoft and its partners have recommended...

  • Service Desk Agent

    2 weeks ago

    Bangalore Urban, Karnataka, India, IN Tata Consultancy Services Full time

    Should be customer centric and understand the Service Desk (SD) support function. Candidate should be proficient in written and verbal English to provide the required IT services.Candidate must be ready to provide the support over the Phone Calls, Chat and other SD Channels.Ready to work support during weekend also as per monthly roster. Work and resolve...

  • Service Desk Team Lead

    1 week ago

    Bardez, Goa, India, IN Frontline Managed Services Full time

    Welcome to Frontline Managed Services® – where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence. Join Our Team and Be a Catalyst for Change!We don't...

  • Service Desk Operations

    3 hours ago

    Gurugram, Haryana, India, IN Tata Consultancy Services Full time

    Desired Competencies (Technical/Behavioral Competency)Must-Have**(Ideally should not be more than 3-5)People Management SkillsITIL FoundationService Desk Operations experienceInfrastructure technical supportWillingness to work in night shifts and weekendsExcellent communication skillsGood-to-Have

  • Information Technology Engineer

    1 week ago

    Gurugram, Haryana, India, IN Unikon.ai Full time

    Key Responsibilities:Internet Connectivity Management:Maintain and troubleshoot internet connectivity, including broadband, leased lines, and other types of WAN/LAN connections.Ensure high availability and minimal downtime of internet and network services.Collaborate with service providers to ensure seamless service and resolve any connectivity issues.Lease...

  • Information Technology Manager

    4 days ago

    Gurugram, Haryana, India, IN Airtel Payments Bank Full time

    Job Description:Governance Framework:Develop and implement IT governance frameworks and policies to align IT strategy with business goals.Ensure the IT governance framework complies with regulatory requirements and industry best practices.Risk Management:Identify, assess, and manage IT risks. Develop and monitor risk mitigation plans.Conduct regular risk...