Service Desk Supervisor

1 week ago

tiruchirappalli, India beBeeCustomer Full time

Job Title: Service Desk LeadWe have an exciting opportunity for a skilled and motivated professional to join our team as a Service Desk Lead.This role is responsible for handling Level 2 issues reported with the Apps & Infra Helpdesk, which may include:Receiving calls, emails, and web-tickets from end users and other service desks, and creating Incident tickets or Service Request tickets.Tracking and classifying incoming incidents or service requests, attempting initial solutions.Providing initial assessment of categorization and prioritization for reported Incidents and Service Requests.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.Key Responsibilities:Handle Level 2 issues reported with the Apps & Infra Helpdesk.Receive and respond to customer inquiries.Escalate complex issues to senior team members or management.Communicate effectively with customers and internal stakeholders.Provide input to Service Desk Management regarding Continuous Improvement opportunities.Requirements:Bachelor's degree in Computer Science or related field.Minimum 3 years of experience in IT Support or Helpdesk environment.Strong problem-solving skills and analytical thinking.Excellent communication and interpersonal skills.Able to work effectively in a team environment.Familiarity with IT Service Management tools and technologies.

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