Administrator (Support & Operations)

Experience: 3 to 5 years

Location: Madurai, India

Skills: ServiceNow, IT infrastructure, ticketing systems, remote tools

Job Summary
A Service Desk Shift Lead supervises daily IT support operations, ensuring high-quality service, meeting SLAs, and leading a team of analysts. They act as the primary point of escalation, manage ticket queues, troubleshoot complex issues, and provide coaching to staff. This role typically requires 3-5+ years of IT experience and solid communication skills

Key Responsibilities
Operational Leadership: Manage daily shift operations, assign tasks, and monitor queue performance to meet KPIs.
Escalation Handling: Serve as the senior contact for unresolved incidents, providing technical guidance to resolve issues efficiently.
SLA Compliance: Ensure Service Level Agreements (SLAs)



are met for response and resolution times.
Team Development: Coach, mentor, and train service desk analysts to improve performance.
Process Improvement: Identify bottlenecks, update documentation/working aids, and improve workflow efficiency.
Communication: Act as a liaison between users, technical teams, and management, providing updates during incidents.
Technical Support: Provide high-level troubleshooting for software, hardware, and network issues.
Skill Requirements
Experience: 3-5 years in IT support, with prior leadership or mentoring experience.
Technical Knowledge: Proficiency with ticketing systems (e.g., ServiceNow), remote tools, and IT infrastructure.
Other Requirements
NA

📌 Administrator (Support & Operations) (Madurai)
🏢 HCL Technologies
📍 Madurai