IT Support Manager

1 day ago


hubballi, India beBeeService Full time

Job Title: Service Desk LeadWe are seeking a highly skilled and experienced Service Desk Lead to join our team.The successful candidate will be responsible for handling L2 issues reported with the Apps & Infra Helpdesk, which may include:Receiving calls, emails, and web-tickets for end users and other Agency Service Desks / Help Desks, and creating Incident tickets or Service Request tickets, 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.Performing hierarchical escalation to Service Desk Management and Incident Management.Providing communication to end users concerning the status of Incidents, Service Requests, and Changes.Compiling data through Incident entry that will be used for management information and reporting.Maintaining ownership of Incidents, ensuring status update and resolution according to SLAs.Providing input to Service Desk Management regarding Continuous Improvement opportunities.Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly.



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