Job Description:

Hands-on experience with troubleshooting hardware, software, users and network issue, good understanding of desktop OS along with good understanding of incident management processes and best practices, post-incident reviews and root cause analysis, IT Service Management (ITSM), ITIL framework and service desk operations, ITSM tools such as ServiceNow, ManageEngine, or BMC Remedy.

Who is responsible for managing the service desk team during their shift, ensuring adherence to SLAs, driving the resolution of incidents, and overseeing major incident management. This role requires leadership, excellent communication skills, and the ability to maintain high service levels and efficiency during shifts.

Qualifications:
- Bachelor's degree in computer science, information technology, or a related field.
- Must have at least 12+ years of Experience in IT with at least 5 years of experience in a leadership or supervisory capacity.
- Strong technical background and proficiency in troubleshooting software, hardware, network issues and reporting.




- Excellent communication skills, with the ability to effectively interact with customers, team members, and stakeholders.
- Advance Microsoft Office Skills (Excel, Word & PowerPoint)
- Strong leadership and interpersonal skills, with the ability to motivate and inspire team members to achieve goals.
- Solid understanding of ITIL principles and best practices in technical support operations.
- Solid experience with ITSM platforms like ServiceNow, Manage Engine, BMC platforms is a must.
- Ability to thrive in a fast-paced, dynamic workplace and adapt to changing priorities.
- Willingness to work flexible hours, including weekends and holidays, to meet customer needs.

Job Location: Thane / Bangalore

Notice Period: Immediate to Max 30 days

Must Have Skills & Certifications:

Skills: Incident Management, Problem Management, Team Management, SLA Governance, Strong Troubleshooting Skills on Windows Desktops, Software,

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