Technical Service Desk Lead

2 weeks ago

delhi, India beBeeTechnical Full time

**Job Description:**We are seeking a skilled professional to join our Service Desk Team in a lead role.The successful candidate will be responsible for handling L2 issues reported with the Apps & Infra Helpdesk, which may include but not restricted to the following:Receiving calls, emails and web-tickets from end users and other Agency Service Desks / Help Desks, 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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