Location :-Navallur Chennai

Working Days :- Mon to Sat (Rotational Shift including night shift)

Male Candidate Preffered

We are seeking an experienced and dedicated Service Desk Lead to join our IT team. The Service Desk Lead will be responsible for overseeing the daily operations of our IT Service Desk, ensuring the delivery of high-quality technical support and exceptional customer service to our employees. This role requires a strong technical background, excellent problem-solving skills, and a passion for leading and developing a team.
Responsibilities:

- Manage and mentor a team of Service Desk Analysts, including performance reviews, training, and professional development.
- Oversee daily Service Desk operations, ensuring timely and effective resolution of IT incidents and service requests.
- Develop and implement Service Desk best practices, procedures, and policies to optimize efficiency and improve customer satisfaction.
- Monitor service level agreements (SLAs) and key performance indicators (KPIs) to identify areas for improvement and ensure service targets are met.
- Act as an escalation point for complex technical issues, providing hands-on support when necessary.
- Collaborate with other IT teams (e.g., Infrastructure, Applications) to resolve issues and implement solutions.
- Manage the incident and service request queue, ensuring proper prioritization, assignment, and follow-up.
- Identify recurring issues and contribute to problem management efforts to reduce incident volume.
- Maintain accurate records of all support activities, including incident details, resolution steps,



and user communications.
- Contribute to the creation and maintenance of IT knowledge base articles and documentation.
- Participate in IT projects, representing the Service Desk to ensure user support considerations are addressed.
- Foster a culture of continuous improvement, customer focus, and teamwork within the Service Desk.

Qualifications:

- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- years of experience in an IT Service Desk or technical support role.
- [Y] years of experience in a leadership or supervisory role within an IT Service Desk environment.
- Proficiency with Service Desk ticketing systems (e.g., ServiceNow, Jira Service Management, Zendesk).
- Strong understanding of ITIL principles and practices (ITIL certification is a plus).
- In-depth knowledge of common operating systems (Windows, macOS), productivity suites (Microsoft 365/Google Workspace), and network fundamentals.
- Excellent troubleshooting and problem-solving skills across a wide range of hardware and software issues.
- Exceptional communication, interpersonal, and customer service skills.
- Ability to lead, motivate, and develop a team in a fast-paced environment.
- Solid organizational skills and ability to manage multiple priorities effectively.

Preferred Skills:

- Experience with remote support tools.
- Familiarity with cloud platforms (e.g., Azure, GWS).

Interested candidate can share resume on [email protected] or on whatsapp 88282 70458

📌 Service Desk Lead (Chennai)
🏢 Allied Digital
📍 Chennai