We are looking for a qualified Technical Service Desk (Help desk) Lead to join our team. You will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues. You should be a graduate with 2-3 years of Desktop Support experience.
As a Service Desk manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.
Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.
Key Responsibility area:
- Manage the Technical service desk team and evaluate performance
- Ensure customer service is timely and accurate daily
- Recruit, train and support help desk representatives and technicians
- Set specific customer service standards
- Contribute to improving customer support by actively responding to queries and handling complaints.
- Establish best practices through the entire technical support process.
- Follow up with customers to identify areas of improvement.
- Develop daily, weekly and monthly reports on help desk teams’ productivity.
- Provide customer feedback to the appropriate internal teams, like product developers.
- A blend of technical expertise in the relevant software/systems
- Strong leadership skills to manage a support team,
- Excellent problem-solving abilities, communication skills to interact with clients,
- Deep understanding of support processes and procedures to ensure efficient issue resolution
- Ability to diagnose complex technical problems, identify root causes, and implement effective solutions
Pay: ₹45,000.00 - ₹60,000.00 per month
Benefits:
Experience:
- Desktop support: 2 years (Required)
Location:
- Thane, Maharashtra (Thane, Thane District) (Preferred)
Willingness to travel:
Work Location: In person
