ESP Global Looking for Global Service Desk Shift Leader at Kharadi, Pune, Maharashtra Full Time

Global Service Desk Shift Leader, Kharadi Pune, India

Are you experienced in driving customer service performance and productivity?

Are you interested in developing your team’s engagement and career potential?

Over the last 30 years as a provider of bespoke global support services, ESP has thrived based on innovation and our ability to adapt to our customer needs.

Thanks to our people and their hard work and dedication, we have been able to win major contracts and to meet the demands of such significant contracts, we are revitalizing the way in which we provide our Global Service Desk solutions through expansion within all global hub locations.

We are currently hiring increased headcount in Kharadi, Pune across our service desk. Our company is looking for a Global Service Desk Shift Leader and individuals who are passionate to develop their career by handling a team and exhibit their customer service skills.

About the role

Working as a Global Service Desk Shift Leader you will act as a role model and coach to all members of the shift team, lead the Shift Team’s performance, productivity, utilisation, and workloads across all roles, ensuring that all contractual service levels are achieved, and high levels of customer satisfaction are maintained.

You will provide supervision, coaching and mentoring to all members of the shift team, carrying out monthly 121s, manage the balance of resources across the shift, ensuring that workloads/tickets are correctly prioritised and break-time cover is scheduled appropriately. You will also act as the initial point of contact for all on-shift staff, manage all high priority calls and major Incidents for P1’s, P2’s and own tickets throughout your shift and ensure defined Incident.

About you

Minimum of 2 years’ Managed Service Desk experience required.

ITIL Foundation awareness.

Strong knowledge and understanding of IT Service Management ticket management systems.

Results focused with ability to measure, analyse, and drive performance against KPIs.

Detailed, methodical, and logical approach to problem solving.

Able to quickly digest data, analyse issues, devise, and execute action plans as appropriate.

Excellent written and verbal communication skills

This role will be working 6:30 am to 6:30pm IST (12-hour day shift)

These streams will be split across the difference regional locations allowing us to provide enhanced 24/7 support to our customers while supporting our people with more clearly defined roles and objectives. Positioning our teams to meet SLA targets and increase performance, this will also allow more room and opportunities for professional growth and development.

Our people are the heart of our organisation, and as such we are committed to continuously enhancing our employee experience, through a vast array of technical and language training opportunities.

We are approachable, respectful, collaborative, and honest!

We offer a competitive salary, annual pay reviews by industry comparisons and performance as well as annual leave.

If this role sounds like the position for you, don’t delay- complete your application today. We’ll be organizing interviews quickly, so don’t miss this incredible opportunity to join our growing community!