Service desk Shift Lead

Role & responsibilities

- Lead and manage daily service desk operations across shifts
- Ensure team schedule adherence, attendance, and break management
- Monitor and manage ticket queues (P1P4) ensuring SLA compliance for response and resolution
- Act as the primary escalation point for major incidents (P1/P2) Coordinate with cross-functional teams to drive timely issue resolution Conduct effective shift handovers with proper documentation
- Provide mentoring, coaching, and performance feedback to team members
- Drive continuous improvement initiatives and process optimization

Preferred candidate profile

- 5 to 7 years of experience in Service Desk / IT Support setting
- Minimum 12 years in a Team Lead / SME / Shift Lead role
- Experience in handling global clients and 24/7 support operations is preferred

Service desk Agent:

Role & responsibilities





- Ensure adherence to ITIL processes and SLAs.
- Monitor ticket queues and prioritize critical issues.
- Provide escalation support for complex incidents.
- Conduct regular team meetings and performance reviews.
- Maintain and update knowledge base articles.
- Collaborate with other IT teams for issue resolution.
- Generate and analyze service desk performance reports.

Drive process improvements and automation initiatives

Preferred candidate profile

- Expertise in ITSM tools (ServiceNow).
- In-depth knowledge of ITIL framework.
- Excellent communication and problem-solving skills.
- Ability to handle high-pressure situations and escalations.

Experience in reporting and KPI management.

📌 Service desk Agent || 3 To 7 years || Hyderabad
🏢 Tata Consultancy Services
📍 Hyderabad