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Description supplied by the original job listing.
Location-Gurgaon
EXP- 4-8 yrs
SKILL-Service Desk lead
Responsibility
Lead and mentor a team of Service Desk Specialists.
Monitor performance metrics and ensure SLAs are met.
Conduct regular team meetings, training, and performance reviews.
Provide advanced troubleshooting support for escalated issues.
Ensure consistent application of diagnostic techniques and resolution protocols.
Maintain knowledge base and documentation for recurring issues.
Act as the escalation point for complex or unresolved customer issues.
Ensure high levels of customer satisfaction through proactive communication and follow-up.
Promote a customer-first culture within the team.
Identify gaps in service delivery and recommend improvements.
Collaborate with other IT teams to streamline support processes.
Implement best practices for incident, request, and problem management.
Generate and analyze service desk performance reports.
Track trends and recurring issues to inform training and system improvements.
Expertise in Office 365, printer/scanner troubleshooting.
Familiarity with ITSM tools (e.g., ServiceNow, Remedy).
Basic scripting or automation knowledge is a plus.
Work arrangement
No
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