Service Desk Lead

5 days ago

Pune, Maharashtra, India Wipro Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Title:

Service Desk Team Lead

Technology Tower:

Service Desk

Tower Description

The Service Desk Team Lead leads a team of Service Desk Agents. He / She should maintain Accurate recording and tracking of customer requests. Adherence to SLAs on team level. Performance of the team.

Desired Candidate Profile:

Key Skills Required:

  • IT Service Desk experience 3-5yrs
  • Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)
  • Understanding of Windows 7 & 10 operating system
  • Assisting with configuring/troubleshooting of Software and Hardware
  • Experience working with ServiceNow to log, track, close tickets
  • Experience in resolving IT issues via phone/email/chat
  • Excellent telephone etiquettes and customer service
  • Excellent troubleshooting skills
  • Knowledge of Microsoft based operating systems with emphasis on Windows X
  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
  • Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
  • Basic understanding of PC hardware set-up and configuration.
  • Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
  • Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
  • Willingness to work in 9 x 5 support environment including working on Weekends and Holidays.
  • Excellent time management skills and ability to work under pressure
  • Continuous commitment to professional development

Key Accountabilities:

  • Monitors open tickets for service level breaches
  • Identifies potentially major problems
  • Uses established procedures, guidelines, and standards
  • Responds to changing business needs by recommending new ways to handle new issues
  • Monitors the direction of appropriate incident tracking processes to be followed by team
  • Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure
  • Conducts leave and resource management for each queue
  • Handles escalated calls
  • Implements SIP and CIP
  • Conducts quality audits, coaches, and mentors the team members
  • Prepares Materials for: Escalation calls thrice a week, Low CSAT calls twice a week, Help File calls, Incident Management calls, and First Call Fix exception calls
  • Attends the monthly quality meeting and Service Now Remedy Resolver Group Team Leads

Language Requirement (Read, Write, Speak) & Proficiency:

Proficient in Mandarin and English (Read + Write + Speak)

  • Service Desk Lead

    5 days ago

    Pune, Maharashtra, India Wipro Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Role:Service desk leadDo: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...

  • Service desk lead L1

    4 days ago

    Pune, Maharashtra, India Wipro Full time ₹ 5,00,000 - ₹ 10,00,000 per year

    Job DescriptionJob Title: Service desk lead L1Req Id: 110970City: PuneState/Province: MaharashtraPosting Start Date: 11/12/25Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our...

  • Service desk lead L1

    2 weeks ago

    Pune, Maharashtra, India Wipro Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    Job description:Job DescriptionRole:Service desk lead͏Do:To support the service desk agents in prompt delivery & customer serviceAdvise and collaborate with the agents on current issues and works toward the resolution of ticketsManage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and...

  • Service Desk Analyst

    1 week ago

    Pune, Maharashtra, India Tata Consultancy Services (TCS) Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    IT Service Desk OperationsAtleast 3 years of experience handling Service Desk services.Fluency in English (Reading, Writing, Speaking)Understand and responds in Business CommunicationsGood Managerial SkillUnderstanding and knowledge on IT Infrastructure.Work in any shift (24*7)ITIL KnowledgeUnderstanding and knowledge on IT Infrastructure.Act as Single point...

  • Service Desk Engineer

    1 week ago

    Pune, Maharashtra, India SQUIRCLE IT CONSULTING SERVICES Full time ₹ 24,00,000 - ₹ 36,00,000 per year

    Company Description Squircle IT Consulting Services is a leading IT solutions and servicesBangalore company established with a specific mission of providing comprehensive, top of the line solutions around ERP and BI. Since its inception in November, 2007, SQUIRCLE has emerged as a key player in ERP and BI space. SQUIRCLE brings together the best...

  • Service Desk Analyst

    1 week ago

    Pune, Maharashtra, India Wipro Full time ₹ 4,00,000 - ₹ 6,00,000 per year

    Role PurposeThe purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectivesDo1. Be responsible for primary user support and customer servicea. Respond to queries from all calls, portal, emails, chats from the clientb. Become...

  • Service Desk Analyst

    4 days ago

    Pune, Maharashtra, India Wipro Full time ₹ 4,00,000 - ₹ 6,00,000 per year

    Role:The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectivesDo:Be responsible for primary user support and customer serviceRespond to queries from all calls, portal, emails, chats from the clientBecome familiar with each...

  • Service Desk Analyst

    4 days ago

    Pune, Maharashtra, India Wipro Full time ₹ 4,00,000 - ₹ 6,00,000 per year

    Role PurposeThe purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectivesDo1. Be responsible for primary user support and customer servicea. Respond to queries from all calls, portal, emails, chats from the clientb. Become...

  • Service Desk

    2 weeks ago

    Pune, Maharashtra, India Ghrs Training Full time ₹ 5,00,000 - ₹ 6,50,000 per year

    Min 1 Yr Exp Into Technical Support International VoiceMust Have -Service Desk VoiceAny GraduateUp to 5 LPA + Allowances and IncentivesNight ShiftBoth Way Cab | 2 Days Off | WFOAbsconded Cases Not ConsiderableNotice ImmediateHR

  • Service Desk Analyst L2

    3 days ago

    Pune, Maharashtra, India Wipro Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    Job DescriptionJob Title: Service Desk Analyst L2Req Id: 111416City: PuneState/Province: MaharashtraPosting Start Date: 11/13/25Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our...