Job Description
Job Role: ServiceDesk Team Lead
nExperience: 10+Years
nLocation: Pune, Gurgaon
nShift: 24*7Job Summary:
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nManage 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.
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nPrimary Roles and Responsibilities:
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- Monitor call and ticket volumes to ensure the SLAs are metn
- Good understanding of CPI's, KPI's and CSAT tracking, measurement, analysis and drive improvementsn
- Keep track of staffing and scheduling to ensure adequate staff is available to manage the volumen
- Report daily performance to internal and client stakeholdersn
- Be part of internal and external reviewsn
- Perform analysis of the tickets to improve the first-time fix and reduce hops, aging and backlog of ticketsn
- Work closely with Quality, Training, Knowledge Management, Incident Management and Service Transition team to run smooth operationsn




- Handle and respond to escalations with proper RCA and artefactsn
- Maintain connect with internal and client stakeholders if any issues need attention for resolution or work stoppagen

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nQualifications:
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- Bachelor's degree in information technology, Computer Science, or a related fieldn
- Positive team and client handling skills with excellent communicationn
- Analytical mindset to proactively identify issues and resolve / highlight themn
- Well versed with Excel, ServiceNow and Telephony reporting along with good presentation skillsn
- Good understanding of ITIL 4 practicesn
- Knowledge of ITSM would be add onn

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nCompany 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, Healthc

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