Service Desk lead L1

15 hours ago

Bengaluru, Karnataka, India Wipro Full time ₹ 12,00,000 - ₹ 24,00,000 per year

Role:

Service desk lead

Do:

  • To support the service desk agents in prompt delivery & customer service
  • Advise and collaborate with the agents on current issues and works toward the resolution of tickets
  • Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up
  • Coordinate with other IT teams as appropriate for closure of any escalated ticket
  • Act as a liaison between Service Desk and other teams to ensure effective communication between teams
  • To provide liaison and governance at both internal & client levels
  • Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations
  • Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets
  • Lead in the development of good customer service practices across the service desk
  • Produce statistics and management reports of the service desk to client & management
  • Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines
  • Capacity planning and capability development
  • Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment
  • Conduct shift planning to meet the service requirements of the client as per SLAs agreed
  • Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk
  • Assist SD agents by providing first line support when workloads are high, or where additional experience is required
  • Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers.
  • Team Management
  • Resourcing
  • Forecast talent requirements as per the current and future business needs
  • Hire adequate and right resources for the team
  • Train direct reportees to make right recruitment and selection decisions
  • Talent Management
  • Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability &effectiveness
  • Build an internal talent pool of HiPos and ensure their career progression within the organization
  • Promote diversity in leadership positions
  • Performance Management
  • Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
  • In case of performance issues, take necessary action with zero tolerance for will based performance issues
  • Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
  • Employee Satisfaction and Engagement
  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team
  • Proactively challenge the team with larger and enriching projects/initiatives for the organization or team
  • Exercise employee recognition and appreciation

Mandatory Skills: TIS Service Desk .Experience: 3-5 Years .

  • Service Desk Lead

    1 week ago

    Bengaluru, Karnataka, India 33c05c3e-0453-46d8-8b16-a3077e52e0db Full time ₹ 10,00,000 - ₹ 15,00,000 per year

    Summary:We are hiring a Service Desk Lead to manage and strengthen our SOC Service Desk function. This role is ideal for someone who has led IT support teams and now wants to grow deeper into cybersecurity. You will work closely with our SOC analysts, security engineers and customers to make sure alerts, incidents and service requests are handled efficiently...

  • Service Desk

    2 weeks ago

    Bengaluru, Karnataka, India Anya Consultancy Services Full time ₹ 2,40,000 - ₹ 6,00,000 per year

    Position: L1 Service Desk / Technical Support (Freshers)Location: Bangalore / Coimbatore (Work-from-Home option available)About the Role:We are looking for enthusiastic fresh graduates to join our L1 Service Desk / Technical Support team. This role offers exposure to technical support operations with opportunities to grow into L2/L3 roles and eventually...

  • Service Desk Specialist

    2 weeks ago

    Bengaluru, Karnataka, India LogFix SCM Solutions Pvt Ltd Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    Job Title: Senior Service Desk SpecialistExperience Required: 8+ YearsLocation: BangaloreRole Overview:We are seeking an experienced and detail-oriented Senior Service Desk Specialist to lead support operations, streamline escalation workflows, and strengthen our IT service management processes. This role requires expertise in handling complex escalations,...

  • Service Desk L1

    2 weeks ago

    Bengaluru, Karnataka, India Zones Corporate Solutions Full time

    When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, theres really only one: Zones First Choice for IT.TM Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need,...

  • Service Desk Lead

    13 hours ago

    Bengaluru, Karnataka, India Relevance Labs Full time ₹ 10,000 - ₹ 50,000 per year

    The Service Desk Lead for the Carne Project will be responsible for overseeing the daily operations of the service desk, ensuring that IT support services are delivered efficiently and effectively. This role involves managing a team of service desk analysts, providing technical guidance, and ensuring adherence to service level agreements (SLAs). The ideal...

  • L1 Service Desk Analyst

    2 weeks ago

    Bengaluru, Karnataka, India Safebox Ventures Full time ₹ 9,000 - ₹ 1,56,000 per year

    Summary:We are seeking a motivated and detail-oriented L1 Service Desk Analyst to join our support team. If you have a basic understanding of SAP, excellent customer service skills, and strong written and verbal English communication, we encourage you to apply. Experience working with US/EU companies is preferred. This is a great opportunity for someone...

  • Service Desk L1/L2 Team Leader

    2 weeks ago

    Bengaluru, Karnataka, India Version 1 Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Company DescriptionVersion 1 has celebrated over 28 years in Technology Services and continues to be trusted by global brands to deliver solutions that drive customer success. Our expertise enables our customers to navigate the rapidly changing Digital-First world we live in. We foster strong partnerships with leading technology giants including Microsoft,...

  • Service Desk L1/L2 Team Leader

    2 weeks ago

    Bengaluru, Karnataka, India Version 1 Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Company Description Version 1 has celebrated over 28 years in Technology Services and continues to be trusted by global brands to deliver solutions that drive customer success. Our expertise enables our customers to navigate the rapidly changing Digital-First world we live in. We foster strong partnerships with leading technology giants including Microsoft,...

  • Service Desk Lead

    1 day ago

    Bengaluru, Karnataka, India, Karnataka Relevance Lab Full time

    The Service Desk Lead for the Carne Project will be responsible for overseeing the daily operations of the service desk, ensuring that IT support services are delivered efficiently and effectively. This role involves managing a team of service desk analysts, providing technical guidance, and ensuring adherence to service level agreements (SLAs). The ideal...

  • Lead, Service Desk

    7 days ago

    Bengaluru, Karnataka, India Zones. Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Description Position at Zones LLC. Company Overview:  When it comes to IT solution providers, there are many choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there's only one: Zones – First Choice for IT.TM  Zones is a global Solution Provider of end-to-end IT solutions with an unmatched supply...