Lead IT Support Specialist

1 week ago

nagpur, India beBeeServiceDelivery Full time

Dear Candidate,We are seeking a highly skilled and motivated professional to join our team in the role of Service Delivery Manager. If you have the necessary qualifications and experience, we would be happy to discuss this opportunity further.GRADE/ ROLE – As per relevant experience and last drawn CTC. To be discussed during the interview.Job Description:Manage L2 issues reported with the Apps & Infra Helpdesk, which may include but not restricted to the following:Responsibilities:Incident Management: Receive calls, emails and web-tickets for end users and other Agency Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent information.Troubleshooting: Tracking and classifying incoming incidents or service requests, attempting initial solutions.Prioritization and Escalation: Provides initial assessment of categorization and prioritization for reported Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolution.Communication: Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups and perform hierarchical escalation to Service Desk Management and Incident Management.Status Updates: Provide communication to end users concerning the status of Incidents, Service Requests and Changes.Data Analysis: Compiles data through Incident entry that will be used for management information and reporting.Problem Resolution: Maintains ownership of Incidents, ensuring status update and resolution according to SLAs.Continuous Improvement: Provide input to Service Desk Management regarding Continuous Improvement opportunities.Cross-Functional Collaboration: Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly.Requirements:Bachelor’s degree in Computer Science, Information Technology or related field.At least 5 years of experience in IT service management.Proven track record of successfully managing complex IT projects.Strong analytical and problem-solving skills.Excellent communication and interpersonal skills.What We Offer:A competitive salary package.A comprehensive benefits program.The opportunity to work with a dynamic and growing organization.

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