IT Service Desk Lead

Responsibilities:

1. Drive Servicedesk team operation

2. Maintain Shifts and roasters

3. Guide the ServiceDesk team for SOP/Policies

4. Ensure response time TAT to end users (emails/calls/walk-in, Portal tickets).

5. Monitoring Service Desk dash broad and sending alerts for SLA violations.

6. End to end front line coordination with Internal and external customer for IT queries,

Service requests, incident

1. Coordination with vendors and service providers and IT back-office activities.

2. Circulating Incidence reports / updates to stakeholders.

Skills required:

1. Excellent communication skills, written and verbal, preferably trained in voice and accent.

2. Experience in interacting with US clients.

3. Basic understanding IT setup and computing issues.

4. Prior exposure in working in ITIL driven IT ticketing tools like ManageEngine.

5. ITIL V3 Foundation certification is added advantage.