Service Desk Supervisor
13 hours ago
Job Description The Service Desk Supervisor is a member of the Managed Services Operations team whose primary function is to provide daily operational support, workflow management and supervision for the 24x7 Service Desk team. The Team Supervisor is responsible for continual improvement, critical incident process management, delivery of quality program and knowledge base maintenance. Incident Manager - Responsible for communicating, leading and managing all high severity outage situations. - Assist in the Delivery and Execution of Staff Development/ Action Plans. - Participate in design discussions for Operations tools and technology. - Coach and mentor Service Desk Analysts on technical skills, call, and ticket quality etc. - Ticket workflow delegation to the Service Desk Analysts. - Work closely with other Managed Services team members to create/update process and Knowledge Base documentation for new and existing customers and communicate changes to the Service Desk teams. - Identify gaps in process and procedure and initiate service improvement plans. - Participate in internal Managed Services focused continual service improvement projects. - Assist with the onboarding of new analysts. - Lead morning operations call, and distribution of morning turnover as requested. - Run daily reports as needed to support customer requirements. Success Characterstics - The qualities of an effective team leader inspire the trust and respect of the team and stimulate production within the environment. - Maintain emotional balance and self-control in dealing with difficult personnel situations. - Possess strong verbal and written communication skills; be adept at communicating with all levels of technical and non-technical people. - Respect and safeguard confidential information as required. - Utilize negotiation skills to achieve results. - Affinity for and successful experience with small to medium size business environments. - Ability to adapt and thrive in a constantly changing work environment. - Must be able to balance tasks back-to-back against specific timeframes. - Great organizational skills. Supervises Service Desk Personnel - Ensure work schedules for both teams are sufficiently covered for each workday. - Reschedule personnel to cover for vacations, emergencies, and/or sick time. - Conduct written warnings, as needed, when processes/policies are not followed. - Attend performance review meetings with the Operations Manager as needed. - Update the Operations Manager on any personnel issues that may arise. - Represent AHEAD in a professional manner in all forms of communication with our customers. - Ensure that daily issues of a complex scope receive the urgency and escalation necessary to support the overall business and customer support objectives. - Ensure appropriate technical resources are assigned and incidents are being addressed in all ticket queues for Service Desk. India Employment Benefits Include - Medical Insurance - Gratuity & Provident Fund (PF) - Shift Differential - Hybrid Work Model
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Service Desk Supervisor
3 weeks ago
Gurugram, India Ahead Full timeAHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation. AtAHEAD, we prioritize creating a culture of belonging,where all perspectives and voices are represented, valued, respected, and heard. We...
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Service Desk Supervisor
2 days ago
Gurugram, Haryana, India Ahead.com Full timeAHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation. At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We...
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Service Desk Supervisor
2 days ago
Gurugram, Haryana, India AHEAD Full timeAHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation. At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We...
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Service Desk Analyst
2 weeks ago
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IT Service Desk Team Lead
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Service Desk Analyst
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india TransPerfect Full timeOVERVIEW Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a...
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Service Desk Analyst
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Service Desk Analyst
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Gurugram, Gurugram, India GSPANN Technologies, Inc Full timeJob Description Fluent in German, Must Know English, Microsoft Apps (M365, Office 365 Suite), Active Directory Management, SAP, Azure, Remote Desktop Tools, Ticketing System (ServiceNow) Description GSPANN is hiring a Service Desk Analyst who is fluent in German and English. The analyst will provide first-line assistance across O365, AD, SAP, Azure, and...
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Sr Supv Service Desk
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Gurugram, India Insight Enterprises Full timeRequisition Number: Sr. Supv Service Desk Location: This is a hybrid opportunity in the Gurugram area. Insight at a Glance 14,000+ engaged teammates globally with operations in 25 countries across the globe. Received 35+ industry and partner awards in the past year $9.2 billion in revenue #20 on Fortune’s World's Best Workplaces list #14 on...
