See more Collapse

Service Desk Lead

1 month ago

Bengaluru, India Resillion Full time
Job Description

Role: Service Desk Lead-L1/L2

Location: Bangalore (Hybrid Mode)

Experience Range: 7-12 Years

Required skills & Responsibilities:

  • 7+ years of experience working in Service Desk as Lead/Manager in a fast-paced environment.
  • Subject matter expert in ITIL V3 or V4 service management with a proven background in Service Desk, Incident, Problem, and Change Management
  • Technical understanding and hands-on experience on Windows, Linux, Server, Firewall and switches, backup & storage, GAM, DNS, O365, VMWare, Network Protocols, WAPs
  • Manage the day to day operations of the 24/7 Global Service Desk team, working across multiple geographical locations providing phone, email, and chat
  • Drive and ensure success on Preventative Audits and drive RCA accuracy and initiate Service Improvement for proactive fixing of issues in future.
  • Ensuring Service & Quality Assurance objectives are successfully met
  • Provide hardware / software / network problem diagnosis
  • SLA Mgmt. Ticketing tools mgmt.. MS-office proficiency.
  • Manage L1, L2 on shift management, SLA mgmt., trainings, access and oversee the daily performance of IT service requests, incidents, and problems.
  • Oversee team schedules and resource capacity for each shift.
  • Building Knowledge management
  • To provide reports to an agreed schedule (or on request), including management and account performance reports.
  • Develop and maintain detailed runbooks and crisis management protocols to ensure quick response and resolution of incidents.
  • Knowledge of current IT and cybersecurity trends and best practices.
  • Monitor service desk performance metrics and KPIs to identify trends, areas for improvement, and opportunities for optimization and operational efficiency.
  • Manage service desk queues, escalate appropriately, managing incidents and service requests.
  • Manage process for communicating outage/emergency activities to the organization.
  • Maintain and improve all Service desk processes and documentation including Service catalogue, SOP’s and work instructions.
  • Review all work of the Service Desk agents, and perform quality checks on service desk agent’s adherence to processes.

Array

We have other current jobs related to this field that you can find below

  • Service Desk Lead

    6 days ago

    Bengaluru, Karnataka, India Resillion Full time

    Job DescriptionRole: Service Desk Lead-L1/L2Location: Bangalore (Hybrid Mode)Experience Range: 7-12 YearsRequired skills & Responsibilities:7+ years of experience working in Service Desk as Lead/Manager in a fast-paced environment.Subject matter expert in ITIL V3 or V4 service management with a proven background in Service Desk, Incident, Problem, and Change...

  • IT Service Desk Lead

    6 days ago

    Bengaluru, Karnataka, India Resillion Full time

    Job DescriptionRole: IT Service Desk LeadLocation: Bangalore (Hybrid Mode)Experience Range: 7-12 Years Required skills & Responsibilities: 7+ years of experience working in Service Desk as Lead/Manager in a fast-paced environment.Subject matter expert in ITIL V3 or V4 service management with a proven background in Service Desk, Incident, Problem, and Change...

  • IT Service Desk Lead

    6 days ago

    Bengaluru, Karnataka, India MPC Moving Picture Company Full time

    Company Description Resillion is a global company with end-to-end capabilities: no matter your industry, your geographical location, or stage in your digital journey. With offices in North America, Europe, and Asia, Resillion will be by your side. Helping you and your organization realize your ambitions in cyber security, testing of digital media...

  • Team Lead Service Desk

    6 days ago

    Bengaluru, India Zones Full time

    DescriptionPosition at Zones LLC.Company Overview: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, there’s really only one: Zones – First Choice for IT.TMZones is a Global Solution Provider of end-to-end IT solutions with an unmatched...

  • Team Lead Service Desk

    6 days ago

    Bengaluru, Karnataka, India Zones Full time

    Description Position at Zones LLC. Company Overview: 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, there's really only one: Zones – First Choice for IT.TM Zones is a Global Solution Provider of end-to-end IT solutions with an...

  • Service Desk Manger

    6 days ago

    Bengaluru, Karnataka, India CGI Full time

    Position Description: Service Desk Manger Exp: 8-15yrs Work Environment: 24X7 operation, EST Location: Bangalore, Electronic City office, 5 Days Working from office. Your future duties and responsibilities: IT Service Desk Team, Operations and Customer Management Service Delivery Management. Experience in configuring and managing omnichannel cloud...

  • Service Desk Manger

    3 weeks ago

    Bengaluru, India CGI Full time

    Position Description: Service Desk Manger Exp: 8-15yrs Work Environment: 24X7 operation, EST Location: Bangalore, Electronic City office, 5 Days Working from office. Your future duties and responsibilities: IT Service Desk Team, Operations and Customer Management Service Delivery Management. Experience in configuring and managing omnichannel...

  • Service Desk Manger

    4 weeks ago

    Bengaluru, India CGI Full time

    Position Description: Service Desk Manger Exp: 8-15yrs Work Environment: 24X7 operation, EST Location: Bangalore, Electronic City office, 5 Days Working from office. Your future duties and responsibilities: IT Service Desk Team, Operations and Customer Management Service Delivery Management. Experience in configuring and managing omnichannel...

  • Service Desk Supervisor

    2 months ago

    Bengaluru, India Commonwealth Bank Full time

    **The IT Service Desk Supervisor is responsible for overseeing the daily operations of the IT service desk team, ensuring that IT support services are delivered effectively and efficiently to meet the needs of the organization. The supervisor will work closely with the Service Delivery Manager to provide leadership and direction to the team, ensuring that...

  • Service Desk Associate

    6 days ago

    Bengaluru, Karnataka, India CSC (Corporation Service Company) Full time

    Service Desk AssociateLocation: Bangalore**Monday Friday(129pm)**HybridIntro:The primary role of this position is to service the IT support needs of our end-users and clients in a demanding and result-oriented environment. This challenging role requires excellent client-oriented communication skills and a thorough, logical approach to problem solving. You...

  • Service Desk

    2 weeks ago

    Bengaluru, India SKYLARK HR SOLUTIONS Full time

    POSITION: SERVICE DESK EXPERIENCE:2 + INTERVIEW LOCATION: PUNE ( WALK IN ) SALARY UPTO: 6 LPA JOB DESCRIPTION: Service Desk Excellent communication skills - CEFR : B2, C1, C2. Please add the communication level as per the CEFR framework while profiles are shared Work experience on Service Desk with good knowledge on VPN, O365, remote support, active...

  • Service Desk Analyst

    2 months ago

    Bengaluru, India Wipro Full time

    Role Purpose 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 Wipro’s Service Desk objectives Do Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar...

  • Service Desk Analyst

    1 month ago

    Bengaluru, India Wipro Full time

    Role Purpose 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 Wipro’s Service Desk objectives Do Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar...

  • Service Desk Analyst

    3 weeks ago

    Bengaluru, India Wipro Full time

    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 Wipro’s Service Desk objectives Do Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar...

  • Service Desk Analyst

    3 weeks ago

    Bengaluru, India Wipro Full time

    Role Purpose 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 Wipro’s Service Desk objectives Do Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar...

  • Service Desk Analyst

    1 month ago

    Bengaluru, India Wipro Full time

    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 Wipro’s Service Desk objectives Do Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar...

  • Service Desk

    6 days ago

    Bengaluru, Karnataka, India CGI Full time

    Position Description: JOB REQUIREMENTSAs Service Desk Work Force Manager (WFM),•Upkeep of key metrics like Service Levels / ASA / Average Handle time and perform volume forecast•Help Operations achieve any agent level or team level KPIs that build up to the Service Desk metrics•Monitor and highlight any variances in staffing (adherence and...

  • Service Desk Supervisor

    6 days ago

    Bengaluru, Karnataka, India Commonwealth Bank Full time

    The IT Service Desk Supervisor is responsible for overseeing the daily operations of the IT service desk team, ensuring that IT support services are delivered effectively and efficiently to meet the needs of the organization. The supervisor will work closely with the Service Delivery Manager to provide leadership and direction to the team, ensuring that...

  • Service Desk Manager

    6 days ago

    Bengaluru, Karnataka, India RapidBraiins Full time

    Join Our Team as a Service Desk Manager at XYZ Company!Responsibilities:- Supervise the daily operations of the service desk team, ensuring efficient resolution of user issues.- Manage and prioritize service desk tickets, assign tasks, and track progress to meet SLA targets.- Develop and implement processes to enhance efficiency and customer satisfaction.-...

  • Service Desk L1

    1 week ago

    Bengaluru, India NTT Data Services Full time

    **Primary Purpose** The primary purpose of the Service Desk Engineer is to acts as a single point of contact that provides an interface for other activities performed by NTT DATA, CUSTOMER and authorised associated third parties; confirms the Call or Contact is from a user, a resolver group, authorised third party service desk, resolver group or other...