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Outpace Consulting Services Looking for Team Leader : Service Desk : Pune at Pune, Maharashtra Full Time
Job Description
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 – 9,50,000 P.A.
Industry:
IT Services & Consulting
Functional Area:
Customer Success, Service & Operations
Role Category:
Operations
Role:
Team Leader
Employment Type:
Full Time, Permanent
