Job DescriptionKey Responsibilities

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- Lead, mentor, andmanage the IT Support / Service Desk team to ensure high performance and operational efficiency.
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- Manage team schedules, task allocation, workload distribution, and daily support activities.
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- Act as the primary escalation point for critical and complex technical incidents.
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- Ensure timely incident resolution, effective communication, and a high level of customer satisfaction.
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- Monitor service desk operations and ensure compliance with Incident, Change, and Problem Management processes.
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- Maintain accurate ticket documentation, escalation records, and operational reports.
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nRequired Skills & Experience:

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- 5–8 years of experience in IT Support, Technical Support, or Service Desk environments.
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- Proven experience in leading or managing an IT Support / Service Desk team.
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- Robust experience in technical troubleshooting and problem resolution.
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- Advanced knowledge of computer hardware, software, operating systems, and networking concepts.
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- Hands-on experience with Windows, Linux and/or Mac OS environments.
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- Good knowledge of Microsoft Office / Microsoft 365 applications.
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- Experience with ITSM tools and ticketing systems, such as ServiceNow or similar platforms.
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- Strong understanding ofIncident, Change, and Problem Management processes.
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- Excellent problem-solving, analytical, communication, and stakeholder-management skills.
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- Ability to manage escalations and handle challenging customer situations professionally.
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- ITIL Foundation certification is preferred.
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- Additional certifications such as CCNA, MCSE, ITIL Practitioner, or other relevant IT support certifications will be an advantage.
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📌 Service Desk Team Lead (Karnataka)
🏢 Neurones IT Asia
📍 Karnataka