10:30 am - 5:30 pm

Sector-35,Faridabad, Haryana-121003

Service Desk Team Lead

Full time @Laqshya Infosoft Solutions in IT COmputers Email Job
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Job Detail

  • Job ID 5025
  • Career Level Executive
  • Experience 2 Years
  • Gender MaleFemale
  • Category / Function Management
  • 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


  • Monitors the direction of appropriate incident tracking processes to be followed by


  • 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


  • 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

Job Type: Regular / Permanent

Salary: ₹400,000.00 – ₹500,000.00 per year


  • Day shift


  • Bachelor’s (Preferred)


  • Service Desk Team Leader: 5 years (Preferred)

Speak with the employer
+91 9372906278

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