Gautam Buddha Nagar, Uttar Pradesh
Job Summary
Lead and manage the Level 1 (L1) Service Desk team. • Ensure timely logging, categorization, prioritization, and resolution of incidents and service requests. • Monitor ticket queues and ensure SLA compliance. • Manage shift schedules and resource allocation for 24x7 support environments. • Act as the first escalation point for unresolved issues. • Ensure proper incident lifecycle management according to ITIL standards. • Coordinate major incident communications and escalations. • Drive quick restoration of services by collaborating with L2/L3 support teams. • Monitor recurring incidents and recommend preventive actions. • Coach, mentor, and develop Service Desk analysts. • Conduct performance reviews and provide continuous feedback. • Ensure high customer satisfaction through effective service delivery. • Handle escalated customer concerns professionally. • Track KPIs and service desk metrics. • Prepare daily, weekly, and monthly operational reports. • Analyze trends related to incidents, requests, and user satisfaction. • Support audits and compliance requirements. • Identify opportunities for automation and service improvements. • Maintain and improve knowledge base articles. • Implement corrective and preventive actions based on trend analysis.
Key Responsibilities
Lead and manage the Level 1 (L1) Service Desk team. • Ensure timely logging, categorization, prioritization, and resolution of incidents and service requests. • Monitor ticket queues and ensure SLA compliance. • Manage shift schedules and resource allocation for 24x7 support environments. • Act as the first escalation point for unresolved issues. • Ensure proper incident lifecycle management according to ITIL standards. • Coordinate major incident communications and escalations. • Drive quick restoration of services by collaborating with L2/L3 support teams. • Monitor recurring incidents and recommend preventive actions. • Coach, mentor, and develop Service Desk analysts. • Conduct performance reviews and provide continuous feedback. • Ensure high customer satisfaction through effective service delivery. • Handle escalated customer concerns professionally. • Track KPIs and service desk metrics. • Prepare daily, weekly, and monthly operational reports. • Analyze trends related to incidents, requests, and user satisfaction. • Support audits and compliance requirements. • Identify opportunities for automation and service improvements. • Maintain and improve knowledge base articles. • Implement corrective and preventive actions based on trend analysis.
Skill Requirements
ServiceNow • Incident, Request, Problem, and Change Management. • Microsoft 365 / Office 365 administration. • Windows Desktop and Laptop Troubleshooting. • Basic Networking (TCP/IP, DNS, DHCP, VPN). • Remote Support Tools (Teams, BeyondTrust, AnyDesk, SCCM, Intune). • ITIL Foundation certification preferred. • Incident and Major Incident Management. • Team management and coaching. • Workforce planning and scheduling. • Escalation management. • Decision-making and problem-solving. • Conflict resolution. • Root Cause Analysis (RCA). • Service performance monitoring. • Reporting and dashboard analysis. • Customer handling and stakeholder management. • Executive-level reporting capability. • Good presentation and documentation skills.
Other Requirements
Other Requirement : 24 X 7 Global Support
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