Job Role: IT Service Desk Team Lead / Floor Support

Experience: 2–4 Years

Required Skill: IT Service Desk Operations

Job Summary

We are looking for an experienced IT Service Desk qualified who can manage daily floor operations, support team members, monitor performance, handle escalated customer calls, and improve service quality.

Key Responsibilities

1. Floor Support: Provide real-time assistance and guidance to service desk agents.
2. Call Audits: Monitor and evaluate calls to ensure quality and process compliance.
3. Supervisor Calls: Handle escalated customer issues and complaints.
4. Team Management: Monitor team performance, productivity, and service levels.
5. Knowledge Management: Review and update Knowledge Base (KB) articles.
6. Service Improvement: Improve FCR (First Call Resolution) and FLR (First Level Resolution).
7. Shift-Left:



Identify opportunities to resolve issues at the first level instead of escalating them.
8. Continuous Improvement: Suggest process improvements, automation, and ways to reduce customer calls.
9. Shift Flexibility: Must be comfortable working in a 24/7 support environment, including rotational shifts, weekends, and occasional extended hours.

Essential Skills

- IT Service Desk / IT Support experience.
- Team handling and floor support.
- Call monitoring and quality audits.
- Escalation management.
- Performance monitoring.
- Knowledge Base management.
- Understanding of FCR, FLR, and Shift-Left concepts.
- Good communication and problem-solving skills.

📌 It Service Desk Engineer (Bengaluru)
🏢 Cerebra
📍 Bengaluru