L2 Support Specialist

2 weeks ago

aligarh, India beBeeServiceDeskLead Full time

Job Title:Service Desk LeadJob Description:The primary objective of this role is to provide high-quality service and support to end-users, ensuring prompt resolution of incidents and service requests.This involves receiving calls, emails, and web-tickets from end-users and other Agency Service Desks/Help Desks, and logging all pertinent information.Tracking and classifying incoming incidents or service requests, attempting initial solutions.Providing initial assessment of categorization and prioritization for reported Incidents and Service Requests, and providing initial support, targeting a higher level of first contact resolution.Ensuring Incidents and Service Requests are properly escalated and assigned to appropriate support groups.Perform hierarchical escalation to Service Desk Management and Incident Management.Key Responsibilities:Provide communication to end-users concerning the status of Incidents, Service Requests, and Changes.Compile data through Incident entry that will be used for management information and reporting.Maintain ownership of Incidents, ensuring status update and resolution according to SLAs.Provide input to Service Desk Management regarding Continuous Improvement opportunities.Required Skills and Qualifications:Familiarity with incident management software and tools, excellent communication and problem-solving skills, ability to work in a team environment, and strong analytical skills.

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