Service Desk Lead

2 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)

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