Open Positions:- 1
Work Location:- Charni Road, Mumbai
Work Timings:- General Shift
Responsibilities:
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Lead and manage the service desk team (CC and L1/L2 Engineers), providing guidance, support, and mentorship
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Ensure high-quality service delivery by monitoring ticketing tools and ensuring tickets are assigned, prioritized, and resolved within defined SLAs
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Collaborate closely with engineering teams to identify root causes of issues and implement effective solutions
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Develop and implement best practices for incident management, problem management, change management, and knowledge management
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Analyse service desk metrics to identify areas for improvement and track team performance
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Act as an escalation point for complex issues or dissatisfied customers, ensuring timely resolution
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Coordinate with other teams across the organization to ensure seamless communication and collaboration
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Create training programs to enhance the technical skills of the service desk team members
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Stay up-to-date with industry trends and advancements in service desk technologies
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Coordination with Client and Geekay HO
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Rostering of the Team and maintaining attendance records
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Addressing the grievances of team members
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Preparing, Presenting, and maintaining daily, weekly & monthly MIS reports to Client and Geekay HO.
Candidate Profile:
Experience:
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6 -7 years (Total experience)
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3 years (Relevant experience)
Qualification:
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Diploma/B.Sc./BCA/B.E (with specialization in Telecom/IT/Computers/Electronics)
Requirements:
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Prior experience as a Service Desk Team Lead or similar role is essential
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Demonstrated expertise in using ticketing tools (e.g., Service Now) and managing end-to-end service desk operations
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Strong technical background with knowledge of various operating systems, networking concepts, and IT infrastructure components
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Excellent leadership skills with the ability to motivate a team towards achieving objectives
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Exceptional problem-solving and decision-making abilities
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Excellent communication and interpersonal skills to effectively interact with stakeholders at all levels
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Ability to work under pressure and prioritize tasks in a fast-paced environment
