Service Desk Lead

Role

Location

exp

Handle issues related to Customer Technical issues ranging from Simple PC Related problems to Application related issues.

• International Call Taking experience to handle Escalation calls
• Basic ticketing of all types of issues using appropriate CRM Toolset
• Globally monitor, triage, and escalate all system problems.
• (Working) Knowledge of Incident Management, Major Incident Management and Problem Management Tools
• Managing the day-to-day operations of the team and ensuring the quality of the deliverables
• Ensuring the weekly and monthly reports to be delivered on time
• Maintaining consistent team performance
• Identifying strength & weakness of team member, by then utilizing them effectively
• Providing appropriate inputs to the Problem Manager, thereby reducing the incident flow
• Identifying the process gap within Towers and filling the gaps accordingly for hassle-free delivery
• Regulate staffing (make alternate arrangement during criticalities)
• Tracking tasks and monitoring the day-to-day activities and progress of work
• Handle pre-shift & post-shift huddles to ensure information is cascaded properly
• Ensure that the project deliverables are met according to the required standards
• Communicate technical, process and project level updates to all the team members
• Identify & cross-skill team members to use the resources effectively during contingencies
• Identify and Implement Service Improvement Plans