UC Service Desk Lead

5 days ago


Hyderabad, Telangana, India Genpact Full time
Job Title: UC Service Desk Lead

Genpact is seeking a highly skilled UC Service Desk Lead to lead and manage 24/7 Service Desk Operations, Site Support groups, ensuring high-quality service delivery, client satisfaction, and compliance with service level agreements (SLAs).

Key Responsibilities:

  • Lead and manage 24/7 Service Desk Operations, Site Support groups, ensuring high-quality service delivery, client satisfaction, and compliance with service level agreements (SLAs).
  • Oversee a team responsible for Level 1 triage/troubleshooting and Level 2/3 escalation support in timely manner and provide effective resolution of IT incidents and service requests.
  • Should have hands on experience in managing Site support teams and have working knowledge in- Installing and configuring computer hardware, software, peripherals, and networking equipment.
  • Providing support to growing mobility platform (iOS, Android and windows-based platform).
  • Providing support for Microsoft Office 365 / Windows 365 platforms (Office, Teams, SharePoint, OneDrive, etc.)
  • Providing support for Mobile Device Management Platforms (Intune)
  • Ensure effective escalation management and resolution to all field support issues working with cross-functional teams.
  • Manage and track IT assets, including computers, peripherals, and other equipment
  • Responsible for adherence of incident management and service request processes in Service desk to ensure efficient ticket resolution and service desk efficiency.
  • Lead the Incident Management process to handle critical incidents, minimize impact, and restore services as quickly as possible.
  • Lead the Problem Management & Change management process and ensure timely closure of PBI's, Change requests.
  • Monitor agent ACD skills and adjust as needed throughout the day to ensure SLAs are being met.
  • Responsible for handling escalations and respond in timely manner with detailed RCAs to stakeholders.
  • Responsible for identifying process improvement opportunities and drive lean/Six Sigma projects.
  • Monitor and report on key performance indicators (KPIs) to evaluate the effectiveness of service desk operations, identify areas for improvement, and implement corrective actions as needed.
  • Collaborate with cross-functional IT teams to ensure seamless Level 2/3 escalation and problem resolutions.
  • Support New Transitions, Ramp Up's/Down's, Business migrations/Site Consolidations Projects.
  • Provide leadership to service desk technicians, helpdesk personnel, and support staff, ensuring effective communication, training, and performance management.


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