Team Lead- Service Desk
4 weeks ago
Job Description Team Leadership & Management: - Supervise, motivate, and mentor a team of Service Desk Analysts, fostering a positive and productive work environment. - Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback to team members. - Monitor team schedules, adherence, and shift rotations to ensure adequate coverage for 24/7 operations, if applicable. - Identify training needs and facilitate professional development for the team to enhance their technical and customer service skills. - Act as a point of escalation for complex or challenging customer issues, providing guidance and resolutions. Operational Oversight & Performance: - Oversee daily Service Desk operations, ensuring timely response and resolution of incoming requests via phone, email, chat, and ticketing systems. - Monitor key performance indicators (KPIs) such as average handling time (AHT), first call resolution (FCR), customer satisfaction (CSAT), and service level agreement (SLA) adherence. - Generate and analyze performance reports, identifying trends, areas for improvement, and potential issues. - Implement and enforce Service Desk policies, procedures, and best practices (e.g., ITIL framework). Technical Support & Problem Resolution: - Provide hands-on technical support and troubleshooting for complex IT issues that cannot be resolved by individual analysts (Level 1.5 support). - Assist the team with resolving issues related to operating systems, network connectivity, software applications, hardware, and user account management. - Ensure accurate and detailed documentation of all incidents, service requests, and resolutions in the ITSM tool. - Facilitate efficient escalation of unresolved issues to appropriate Level 2/3 support teams and ensure timely follow-up.
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Hyderabad, India NTT DATA Full timeJob Description Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. Your day at NTT...
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Consultant - IT Service Desk Team Lead
2 weeks ago
Hyderabad, Telangana, India Genpact Full time ₹ 12,00,000 - ₹ 24,00,000 per yearConsultant - IT Service Desk Team Lead-ITO Ready to build the future with AI? At Genpact, we don't just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions...
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Lead Service Desk
2 weeks ago
Hyderabad, Telangana, India OSI Digital Full timeServiceDesk - Location Hyderabad INDIA Job Title Lead - ServiceDesk Account Admin Experience 10 - 12 Years OSI Digital is looking for service desk associate lead engineers having technical and operational skills in service desk management to support systems operational excellence while focusing on business user experience This position will have an...
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Service Desk Lead
1 week ago
Hyderabad, India HTC Global Services Full timeJob Description Job Description About the Role: Seeking a highly skilled Service Desk Lead with an experience of 8 years to join our dynamic team. Requirements - Must have 58 years of experience in IT Service Desk or Technical Support, with at least 2 years of experience in a leadership or supervisory role. - Mandatory hands-on experience in supporting...
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Consultant - IT Service Desk Team Lead
2 weeks ago
Hyderabad, Telangana, India Genpact Full time ₹ 12,00,000 - ₹ 36,00,000 per yearReady to build the future with AI?At Genpact, we don't just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow...
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Associate Lead Service Desk
4 days ago
Hyderabad, Secunderabad, India OSI Digital Full time ₹ 6,00,000 - ₹ 12,00,000 per yearAssociate Lead Service DeskExperience: 8+ YrsLocation: HyderabadOSI Digital is looking for service desk associate lead engineers having technical and operational skills in service desk management to support systems, operational excellence while focusing on business user experience.This position will have an opportunity to grow to the next level as Lead /...
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Manager, It Service Desk
3 weeks ago
Hyderabad, India Whatjobs IN C2 Full timePosition Summary The IT Service Desk Manager is responsible for the full ownership and operational leadership of the firm’s 24x7 global Service Desk. This role oversees all Service Desk Supervisors and frontline staff across multiple pods, ensuring high-quality, scalable, and user-centric support. The Manager plays a key role in transforming the Service...
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Service Desk opening in a leading MNC Hyderabad
2 weeks ago
Hyderabad, India 2coms Full timeOpening for service desk role for Hyderabad location for Fresher and Experience both, Salary upto 7 lpaJob Title: Service Desk AssociateLocation: Hyderabad, (Work from Office)Fresher Salary: ₹ LPAExperience Salary: Upto 7 lpaJoining: Immediate Joiners OnlyJob Overview:Wipro is hiring Service Desk Associates for its offices in Hyderabad We are looking for...
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Hyderabad, India 2coms Full timeOpening for service desk role for Hyderabad location for Fresher and Experience both, Salary upto 7 lpa Job Title: Service Desk AssociateLocation: Hyderabad, (Work from Office)Fresher Salary: ₹ LPAExperience Salary: Upto 7 lpaJoining: Immediate Joiners OnlyJob Overview: Wipro is hiring Service Desk Associates for its offices in Hyderabad We are looking for...
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Team Leader
7 days ago
Hyderabad, India Ivy comptech Full timeAbout The Role Entain is one of the world’s largest sports betting and gaming groups, operating both online and in the retail sector. With offices across five continents and licences in more than 20 countries, we operate some of the most well-known and iconic brands in the industry with more than 250 years of combined history – names such as Ladbrokes,...
