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
Valuable 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 positive 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