Service Desk Lead
- Servion
- 3 - 7 years
- Chennai
- 12 months ago
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Job Description
Key Responsibilities
- Team Leadership:
- Lead, mentor, and supervise a team of service desk technicians.
- Assign and monitor work assignments, ensuring timely resolution of all tickets.
- Conduct performance reviews and provide feedback to team members.
- Foster a positive and collaborative team environment.
- Service Desk Operations:
- Manage the day-to-day operations of the service desk, including incident management, problem resolution, and change management.
- Monitor service desk performance metrics (e.g., response times, resolution times, customer satisfaction).
- Analyze service desk trends and identify areas for improvement.
- Develop and implement strategies to improve service desk efficiency and effectiveness.
- Technical Support:
- Provide advanced technical support to end-users on a variety of hardware and software issues.
- Troubleshoot complex technical problems and escalate issues to higher-level support when necessary.
- Maintain a strong understanding of company IT infrastructure and applications.
- Customer Service:
- Ensure that all end-users receive prompt, courteous, and professional support.
- Build and maintain strong relationships with end-users.
- Proactively identify and address potential service disruptions.
- Process Improvement:
- Continuously review and improve service desk processes and procedures.
- Implement new technologies and tools to improve service desk efficiency.
- Develop and maintain knowledge base articles and other documentation.
Qualifications
- Education: Bachelors degree in Computer Science, Information Systems, or a related field preferred.
- Experience: 5+ years of experience in an IT support role, with at least 2 years of supervisory experience.
- Technical Skills:
- Strong understanding of Windows and macOS operating systems.
- Experience with common desktop applications (e.g., Microsoft Office Suite).
- Familiarity with Active Directory, Exchange, and other common IT infrastructure components.
- Experience with ticketing systems (e.g., ServiceNow, Jira Service Desk).
- Other Skills:
- Excellent communication and interpersonal skills.
- Strong leadership, mentoring, and coaching skills.
- Ability to work independently and as part of a team.
- Strong problem-solving and analytical skills.
- Excellent customer service orientation.
- Ability to handle stress effectively and prioritize tasks.
Key Responsibilities
- Team Leadership:
- Lead, mentor, and supervise a team of service desk technicians.
- Assign and monitor work assignments, ensuring timely resolution of all tickets.
- Conduct performance reviews and provide feedback to team members.
- Foster a positive and collaborative team environment.
- Service Desk Operations:
- Manage the day-to-day operations of the service desk, including incident management, problem resolution, and change management.
- Monitor service desk performance metrics (e.g., response times, resolution times, customer satisfaction).
- Analyze service desk trends and identify areas for improvement.
- Develop and implement strategies to improve service desk efficiency and effectiveness.
- Technical Support:
- Provide advanced technical support to end-users on a variety of hardware and software issues.
- Troubleshoot complex technical problems and escalate issues to higher-level support when necessary.
- Maintain a strong understanding of company IT infrastructure and applications.
- Customer Service:
- Ensure that all end-users receive prompt, courteous, and professional support.
- Build and maintain strong relationships with end-users.
- Proactively identify and address potential service disruptions.
- Process Improvement:
- Continuously review and improve service desk processes and procedures.
- Implement new technologies and tools to improve service desk efficiency.
- Develop and maintain knowledge base articles and other documentation.
Qualifications
- Education: Bachelors degree in Computer Science, Information Systems, or a related field preferred.
- Experience: 5+ years of experience in an IT support role, with at least 2 years of supervisory experience.
- Technical Skills:
- Strong understanding of Windows and macOS operating systems.
- Experience with common desktop applications (e.g., Microsoft Office Suite).
- Familiarity with Active Directory, Exchange, and other common IT infrastructure components.
- Experience with ticketing systems (e.g., ServiceNow, Jira Service Desk).
- Other Skills:
- Excellent communication and interpersonal skills.
- Strong leadership, mentoring, and coaching skills.
- Ability to work independently and as part of a team.
- Strong problem-solving and analytical skills.
- Excellent customer service orientation.
- Ability to handle stress effectively and prioritize tasks.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Technical Operations (Tech Ops)Employement Type: Full timeContact Details:
Company: ServionLocation(s): Chennai+ View Contact
Keyskills: Change management Ticketing Service desk Process improvement Active directory Incident management Windows Mac Os Technical support
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