Information Technology Service Desk
2 weeks ago
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.
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Information Technology Service Desk
2 weeks ago
bangalore, India Whitehats Full timeCompany DescriptionWhitehats, 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...
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Information Technology Service Desk
1 week ago
bangalore, India HCLTech Full timeJob Summary: Experience- 1+ years Location- Chennai Notice Period- 30 days or less We are seeking a proactive and customer-focused Service Desk IT Technical Support professional to join our team. The successful candidate will be responsible for providing first-line technical support to end-users, troubleshooting and resolving hardware and software issues,...
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Service Desk Analyst
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bangalore, India CBTS Full timeJob Opportunity: Service Desk Analyst (Fresher) Company: CBTS Location: Chennai (Work from Office) Shift: 24x7 Rotational Kickstart your career with CBTS! We are looking for enthusiastic freshers to join our team as Service Desk Analysts . Responsibilities Analyze and evaluate software and IT systems. Respond to IT queries from clients and staff (in person,...
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Service Desk Lead
6 days ago
bangalore, India Relevance Lab Full timeThe Service Desk Lead for the Carne Project will be responsible for overseeing the daily operations of the service desk, ensuring that IT support services are delivered efficiently and effectively. This role involves managing a team of service desk analysts, providing technical guidance, and ensuring adherence to service level agreements (SLAs). The ideal...
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Service Desk Lead
6 days ago
bangalore, India Relevance Lab Full timeThe Service Desk Lead for the Carne Project will be responsible for overseeing the daily operations of the service desk, ensuring that IT support services are delivered efficiently and effectively. This role involves managing a team of service desk analysts, providing technical guidance, and ensuring adherence to service level agreements (SLAs). The ideal...
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bangalore, India HCLTech Full timeDear 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...
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It Service Desk Associate Manager
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Service Desk Lead
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Manager, It Service Desk
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Bangalore, Karnataka, India Blackhawk Network Full timeAbout Blackhawk Network Today through BHN s single global platform businesses of all kinds can tap into the world s largest network of branded payment solutions BHN helps businesses grow revenue increase loyalty motivate and reward their teams disburse funds and engage consumers Branded payment solutions include the issuance and distribution of gift cards...
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Information Technology Help Desk Analyst
2 weeks ago
bangalore, India BlackBeltHelp Full timeBlackBeltHelp, 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,...
