Shift Lead in Support

3 days ago

Patna, Bihar, India HCL Technologies Full time ₹ 1,20,000 - ₹ 1,80,000 per year

LEAD SPECIALIST

Skill (Primary)

DWP-USS-SERVICE DESK

Location

Patna

Job Description (Posting).

About HCLTech

HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit

Shift Lead-English,ARABIC,Windows

Job Summary
The Shift Lead in Support & Operations plays a critical role in managing team performance and ensuring operational efficiency. This position is responsible for overseeing attendance and leave management, resolving escalations, and conducting analyses to support infrastructure management. The Shift Lead ensures adherence to service level agreements (SLAs) while fostering positive customer satisfaction and continuous improvement within the team.

Key Responsibilities
Monitor And Manage Call And Chat Responses, Ensuring They Are Addressed Within Agreed Slas While Utilizing Arabic And English Communication Skills.

Maintain And Manage Attendance, Leave Reports, Breaks, And Shift Rosters To Ensure Optimal Staffing And Resource Allocation.

Conduct Ad-Hoc Analyses And Participate In Sip Activities Using Windows Tools, Providing Insights For Infrastructure Management And Process Improvements.

Resolve Escalations Promptly, Adhering To Established Processes And Quality Compliance Standards, Ensuring A Seamless Customer Experience.

Collect And Analyze Customer Feedback To Ensure Positive Customer Satisfaction And Implement Necessary Improvements Based On Insights Gathered.

Update The Knowledge Base By Documenting Processes And Analyses Accurately, And Disseminating Knowledge To The Team To Enhance Performance And Operational Effectiveness.

Skill Requirements
Proficient In Arabic And English Communication Skills.

Solid Understanding Of Windows Operating Systems And Support Tools.

Familiarity With Attendance And Leave Management Systems.

Basic Knowledge Of Data Analysis Techniques And Infrastructure Management.

Certification
Optional But Valuable: Itil Foundation Certification.

Skill Level 3 (Secondary Skill 1)

DWP-USS-SERVICE DESK

Skill Level 3 (Secondary Skill 2)

Practice(India B)-Practice-ITSM PLATFORM

Experience LevelSenior Level

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