Opportunity for Service Desk Shift Lead in Pune

1 month 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 usersReview the Incident / Request Management processes and take feedback to develop and maintain the processes and documentationEnsure an efficient and effective service is delivered in line with customer expectationsCoach, develop and motivate colleagues, offer training sessions to address any gaps in knowledgeGenerate service management reports as mutually agreed from the ticketing toolsEnsure Queue hygiene is maintainedConduct periodic internal audits to ensure the team is delivering quality serviceSupport the IT Service Manager with people management activities including staffing, recruitment and leavesBe 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.



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