Outpace Consulting Services Looking for Team Leader : Service Desk : Bangalore : Gurgaon : Hyd at Bengaluru, Karnataka Full Time

We are looking for a Team Lead – Service Desk for a Leading IT Company, Pls go through the JD and Apply. We shall call back the relevant profiles

Interested Candidates Can Mail Their Profiles : [email protected]

“Pls Mention The Subject Line as SD Team Lead” Also Mention the Notice Period (Immediate Joiner Preferred)

You May Also Call Shubhi @ 7269972924

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 and BMC Remedy Resolver Group Team Leads

Key Skills

Service Desk ManagementService Desk

Team ManagementOutlookSMEWindowsITILTroubleshootingMS OfficeMACDesktop SupportTechnical SupportTeal LeadOperating SystemIncident Managementoffice 365Remote Desktop

Skills highlighted with ‘‘ are preferred keyskills

Education

UG:Any Graduate

Company Profile

Outpace Consulting Services Private Limited

www.outpace.in

Company Info

View Contact Details

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Salary:
5,00,000 – 15,00,000 P.A.

Industry:
IT Services & Consulting

Functional Area:
Customer Success, Service & Operations

Role Category:
Operations

Role:
Team Leader

Employment Type:
Full Time, Permanent