Support Services Manager

2 weeks ago


shimoga, India beBeeServiceDesk Full time

Job Title: Service Desk LeadDear Candidate,We are seeking a highly skilled and experienced Service Desk Lead to join our team.Grade/ Role/ Salary – As per relevant experience and qualifications.Key Responsibilities:Receive calls, emails, and web-tickets from end users and other agency service desks/help desks, creating incident tickets or service request tickets and logging pertinent information.Track and classify incoming incidents or service requests, attempting initial solutions.Provide initial assessment of categorization and prioritization for reported incidents and service requests, providing initial support targeting higher first contact resolution.Ensure incidents and service requests are properly escalated and assigned to appropriate support groups.Perform hierarchical escalation to service desk management and incident management.Communicate with end-users regarding the status of incidents, service requests, and changes.Compile data through incident entry for management information and reporting.Maintain ownership of incidents, ensuring status updates and resolutions according to SLAs.Contribute to service desk management regarding continuous improvement opportunities.Collaborate with internal and external support teams to redirect incidents effectively.



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