Job Role: ServiceDesk Team Lead Experience: 10+Years

Shift: 24*7Job Summary:

Manage a team of Technical Service Desk Analysts by providing them assistance to perform their day-to-day task smoothly. 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

Report daily performance to internal and client stakeholders

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

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

Well versed with Excel, ServiceNow and Telephony reporting along with good presentation skills

Good understanding of ITIL 4 practices

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.

Group Medical Insurance

• Cab facility

• Stratacent India Private Limited is an equal prospect 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.

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