Team Lead

9 hours ago

Pune, Maharashtra, India Sakon Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Job description

Leadership and Supervision

  • Lead, mentor, and motivate the Helpdesk team to achieve high performance and maintain a positive work environment.
  • Conduct regular one-on-one meetings, performance reviews, and team meetings to address issues and provide feedback.
  • Assist in the recruitment, training, and onboarding of new Helpdesk staff.

Operational Oversight & Customer support

  • Monitor daily Helpdesk operations, including ticket resolution times, service levels, and customer satisfaction metrics.
  • Ensure that support requests are logged, prioritized, and resolved in a timely and effective manner. o Implement and enforce HelpDesk procedures and best practices to improve efficiency and service quality.
  • Handle escalated support requests and complex issues that require advanced technical knowledge or exceptional customer service skills. o Attending client meetings and sharing insights to improve overall performance
  • Process Improvement: o Analyze HelpDesk performance data to identify trends, areas for improvement, and opportunities for process optimization o Develop and implement strategies to enhance HelpDesk operations, including the creation of knowledge base articles and self-help resources.

Technical Support

  • Maintain up-to-date knowledge of company systems, software, and Mobile devices to provide accurate and timely support.
  • Troubleshoot and resolve technical issues related to Mobile Device, software, network connectivity, and ticketing systems.

Qualifications

  • Bachelors degree or a related field (or equivalent work experience).
  • Proven experience in a HelpDesk or technical support role, with at least 2-4 years in a supervisory or team lead position.
  • Strong technical knowledge, with experience in troubleshooting and problem-solving.
  • Excellent leadership, communication, and interpersonal skills.
  • Demonstrated ability to manage multiple tasks and priorities in a fast-paced environment.
  • Proficiency with HelpDesk ticketing systems .

Working Conditions

  • Full-time position, with 24/7 shift
  • Occasional after-hours support or on-call duties may be required

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