L2 Support Team Leader

3 days ago


Jodhpur, India beBeeLeadership Full time

Dear Candidate,We are seeking a highly skilled professional to fill the Service Desk L2 Lead role.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 informationTracking and classifying incoming incidents or service requests, attempting initial solutionsProviding initial assessment of categorization and prioritization for reported Incidents and Service Requests and providing initial support, targeting a higher level of first contact resolutionEnsuring Incidents and Service Requests are properly escalated and assigned to appropriate support groupsPerforming hierarchical escalation to Service Desk Management and Incident ManagementProviding communication to end users concerning the status of Incidents, Service Requests and ChangesCompiling data through Incident entry that will be used for management information and reportingMaintaining ownership of Incidents, ensuring status update and resolution according to SLAsProviding input to Service Desk Management regarding Continuous Improvement opportunitiesCooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly



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