Laqshya Infosoft Solutions Looking for Service Desk Team Lead at Mumbai, Maharashtra Full Time

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

issues

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

team

• 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

Skills

• 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
candidate

Job Type: Regular / Permanent

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

Schedule:

Education:

Experience:

• Service Desk Team Leader: 5 years (Preferred)

Speak with the employer
+91 9372906278