Manage a team of Technical Service Desk Analysts by providing them assistance to perform their day-to-day task smoothly. Ensure the internal and external governance and reporting is adhered to. Should be a team player and work with team for common cause. Collaborate with internal and client stakeholders in driving continuous improvement
Roles And Responsibilities
Monitor call and ticket volumes to ensure the SLA’s are met
Good understanding of CPI’s, KPI’s and CSAT tracking, measurement, analysis, and drive improvements
Keep track of staffing and scheduling to ensure adequate staff are available to manage the volume
Report on daily performance to internal and client stakeholders
Be part of internal and external reviews
Perform analysis of the tickets to improve the first-time fix and reduce hops, aging and backlog of tickets
Work closely with Quality, Training,
Knowledge Management, Incident Management and Service Transition team to run smooth operations
Handle and respond to escalations with proper RCA and artefacts
Maintain connect with internal and client stakeholders if any issues need attention for resolution or work stoppage
Drive Continuous Service Improvement
Should be able to take calls and chats as and when needed
Skill Sets
Strong interpersonal and communication skills with ability to manage diverse teams
Analytical mindset to proactively identify issues and resolve / highlight them
Well versed with Excel, ServiceNow and Telephony reporting along with valuable presentation skills
Strong understanding of ITSM processes & ITIL Educational Qualification
Bachelor of Computer / IT / Application
ITIL 4
📌 Team Lead - ServiceDesk (Pune)
🏢 Stratacent
📍 Pune
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