We are looking for a proactive and experienced Helpdesk Team Leader to oversee the dailyoperations of the IT Helpdesk team. The ideal candidate will be responsible for ensuring timely incident resolution, adherence to service level agreements (SLAs), team performance monitoring,stakeholder communication, and continuous process improvement. The role requires strong leadership, coordination, and documentation skills to ensure seamless service delivery.
Handling Pan India Customers
- Attending Phone calls of Site’s Customer
- Logging calls in software By Mail or Call Related to Software, HP Servers
- Assigning to Site engineer
- Taking updates from engineer
- Ordering parts to HP and taking feedback from Dispatch to Deliver
- Updating Current status in software
- Checking warranty and logging complaints with HP Toll Free
- Co-ordinating with HP Engineer to track call status
- Making Daily reports of received and closed and open Calls/engineer performance
- Working on pending calls
- Escalating long pending calls to senior
4 to 6 years of experience in IT Helpdesk or Service Desk, with at least 1 year in a team leadership or supervisory role.
Requirements:
- Good communication and coordination skills.
- Knowledge of Ticketing tool, SLA & Incident Management
- Ability to multitask and manage priorities under pressure.
- ITIL Certification Preferred
Pay: ₹239,209.50 - ₹539,044.90 per year
Ability to commute/relocate:
- Vikhroli, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)
Experience:
- Ticketing tool, SLA & Incident: 1 year (Preferred)
Work Location: In person
