Job Role: ServiceDesk Team Lead Experience: 10+Years
Location: Pune, Gurgaon
Shift: 24*7Job Summary:

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 and work with team for common cause.

Primary Roles and Responsibilities:

Monitor call and ticket volumes to ensure the SLAs 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 is available to manage the volume
Report 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

Qualifications:
Bachelor's degree in information technology, Computer Science, or a related field




Good team and client handling skills with excellent communication
Analytical mindset to proactively identify issues and resolve / highlight them
Well versed with Excel, ServiceNow and Telephony reporting along with good presentation skills
Good understanding of ITIL 4 practices
Knowledge of ITSM would be add on

Company Profile: Stratacent is a Global IT Consulting and Services firm, headquartered in Jersey City, NJ, with global delivery centres in Pune and Gurugram plus offices in USA, London, Canada and South Africa. We are a leading IT services provider focusing on Financial Services, Insurance, Healthcare and Life Sciences. We help our customers in their transformation journey and provide services around Information Security, Cloud Services, Data and AI, Automation, Application Development and IT Operations.
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Employee Perks:
• Group Medical Insurance
• Cab facility
• Meals/snacks
• Continuous Learning Program

Stratacent India Private Limited is an equal opportunity employer and will not discriminate against any employee or applicant for employment on the basis of race, color, creed, religion, age, sex, national origin, ancestry, handicap, or any other factors.

📌 Service Desk Team Lead (Pune)
🏢 Stratacent
📍 Pune