Wipro Looking for Help Desk Shift Lead at Pune, Maharashtra, India Full Time

Hi Guys,

Wipro is looking for Help Desk Shift Leads who are ready to take up responsibility in Pune.

Helpdesk Shift Lead:

Responsible for providing guidance, support, and training to a team of Helpdesk Analysts working a 24×5 environment.

Max CTC- 6 lpa

Job Responsibilities :

Provide assistance and support to users when workload is high or during reduced staffing levels.

Experience in shift rostering.

Act as a point of escalation for colleagues / end users

Review the Incident / Request Management processes and take feedback to develop and maintain the processes and documentation.

Ensure an efficient and effective service is delivered in line with customer expectations.

Coach, develop and motivate colleagues, offer training sessions to address any gaps in knowledge.

Generate service management reports as mutually agreed from the ticketing tools.

Ensure Queue hygiene is maintained.

Conduct periodic internal audits to ensure the team is delivering quality service.

Support the IT Service Manager with people management activities including staffing, recruitment, and leaves.

Be a champion to our customers.

Skills Required :

Experience: Min 3 years

Good technical knowledge on Windows OS and Active Directory

Knowledge of relevant call tracking applications.

Should have good written and verbal communications skills.

Knowledge and experience of customer service practices.

User support experience, including remote support.

Other Information:

ITIL Foundation certification preferred.

Good task and time management skills.

Self-motivated with excellent problem-solving skills and an ability to work independently.

Logical problem analysis/problem skill set using available information resources.

Good people management skills

Please note: Interested candidates can share your resume with below details to [email protected]

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