IT Support Team Leader

2 weeks ago

ajmer, India beBeeTechnical Full time

Job Title: Service Desk LeadAbout the Role:We are seeking a highly skilled and experienced Service Desk Lead to join our team. As a Service Desk Lead, you will be responsible for handling L2 issues reported with the Apps & Infra Helpdesk.Responsibilities: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.Track and classify incoming incidents or service requests, attempting initial solutions.Provide initial assessment of categorization and prioritization for reported Incidents and Service Requests and provides initial support, targeting a higher level of 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.Provide communication to end users concerning the status of Incidents, Service Requests, and Changes.Compile data through Incident entry that will be used for management information and reporting.Maintain ownership of Incidents, ensuring status update and resolution according to SLAs.Provide input to Service Desk Management regarding Continuous Improvement opportunities.Collaborate 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 a similar role.Excellent communication and problem-solving skills.Able to work effectively in a team environment.What We Offer:Competitive salary and benefits package.How to Apply:If you are a motivated and experienced Service Desk Lead looking for a new challenge, please submit your application including your resume and cover letter.

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