Urgent | IT Service Desk

Key Skills:

• Proficient in English (Read + Write + Speak) and customer centric
• leadership skills
• Handled team size up to 40 and above
• should have managed team before
• Should be strong in people management, conflict resolution
• Very strong in technical Knowledge and support the team on the ground.
• Should be very strong with process knowledge.
• Should drive the team and ensure service level are not missed.
• Interaction with customer for weekly / daily / monthly meetings
• Should be quick in responding to escalations and take the actions.
• Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure and publish to required.
• Ensure the leave management is managed properly.
• Handles escalated calls.
• Implements SIP (Service improvement plans), Lean, Pragati
• Conducts quality audits, coaches, and mentors the team members
• Prepares Materials for: Escalation calls, Low CSAT calls, Incident Management calls etc.
• Daily huddle with team and SMEs
• ITIL Certified
• Adhering to the customer policies and process
• Should be flexible for shift
• Should be able to manage in internal / External audits
• Relevant Experience: 3-4 years