Service Desk Team Lead
Full time @Laqshya Infosoft Solutions posted 9 months ago in IT COmputers Shortlist Email JobJob Detail
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Job ID 5025
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Career Level Executive
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Experience 2 Years
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Gender MaleFemale
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Category / Function Management
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Qualifications Degree Bachelor
Job Description
Service Desk Team Lead: Immediate Joiner
Language: Proficient in English (Read + Write + Speak) mandatory and
Equivalent test of spoken and written and technical IT specific knowledge in both and English
Role purpose:
The Service Desk Team Lead leads a team of Service Desk Agents.
Main responsibilities:
Accurate recording and tracking of customer requests. Adherence to SLAs on team level.
Performance of the team.
Major activities:
- 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
Skills
- Analytical skills
- Effective Business Communication
- Coaching skills
- Operations Management
Role: Team Leader
Functional Area: Customer Success, Service & Operations
Role Category: Operations
Employment Type: Full Time, Permanent
CTC: – 4-5 Lacs per annum. However, salary will not be a constraint for the deserving
candidate
Job Type: Regular / Permanent
Salary: ₹400,000.00 – ₹500,000.00 per year
Schedule:
- Day shift
Education:
- Bachelor’s (Preferred)
Experience:
- Service Desk Team Leader: 5 years (Preferred)
Speak with the employer
+91 9372906278
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