Direct Responsibilities

1. Team Supervision & Performance Management

- Assign and prioritize tasks to Service Desk agents.
- Monitor individual and team performance through KPIs.
- Conduct regular 1:1 meetings, coaching, and performance evaluations.

2. Incident, Knowledge & Request Management

- Oversee the triage and escalation of IT incidents (e.g., system outages, user access issues)
- Ensure all KBs are reviewed frequently.
- Review and approve high-priority requests (e.g., hardware replacements, software deployments).

3. Process Optimization

- Identify bottlenecks in workflows and implement improvements.
- Maintain and update service desk documentation (e.g., SOPs, FAQs, troubleshooting guides).
- Lead initiatives to automate repetitive tasks (e.g., password resets, ticket routing).

4. Stakeholder Coordination

- Communicate with IT teams (e.g., Network, Voice, SAM) to resolve cross-functional issues.
- Report service desk metrics to IT management and business leaders.

5. Training & Knowledge Sharing

- Organize training sessions on current tools, policies, or technologies.
- Foster a culture of knowledge sharing (e.g.,



team meetings, internal wikis).
- Ensure team compliance with security protocols (e.g., GDPR, cybersecurity best practices).

6. Customer Satisfaction & Feedback

- Address escalated customer complaints and ensure follow-up.
- Analyze feedback trends to improve service quality.
- Promote a customer-centric approach within the team.

Contributing Responsibilities

1. IT Initiatives

- Contribute to IT roadmaps by providing insights on service desk trends (e.g.,recurring issues, user needs).
- Advocate for process improvements or tool upgrades to enhance efficiency.

2. Business Continuity & Risk Management

- Support IT risk assessments by identifying service desk vulnerabilities (e.g., single points of failure).

Contribute to business continuity plans (e.g., backup procedures, failover protocols).

Specific Qualifications (if required)

ITIL V4 Certified

Immediate joiners can get in touch with me on the below contact number.

Regards,

Praveen Naik

+91 91378 66501

📌 Lead Service Desk Engineer (Maharashtra)
🏢 Rigved Technologies
📍 Maharashtra