Deccan Pune Maharashtra Team lead enterprise helpdesk (pune) Jobs – 6 Open Jobs Today

Team Lead - Enterprise Helpdesk (Pune)
Stratacent —Pune, Maharashtra
- Full-time
- Azure
- Management
- Computer Science
- Commuter assistance
- Health insurance
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Helpdesk Shift lead
Viavi Solutions —Pune, Maharashtra
- Full-time
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Operations Manager
Barclays —Pune, Maharashtra
- Management
- Customer service
- Human resources
Revenue Operations Senior Associate
Anchanto —Pune, Maharashtra
- Full-time
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Engineer Software IT Sr
Clean Harbors —Pune, Maharashtra
- Full-time
- Microsoft Outlook
- Computer Science
- Software troubleshooting
SME Engineer IT
MindTickle —Pune, Maharashtra
- Full-time
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Team Lead - Enterprise Helpdesk (Pune)
Stratacent —Pune, Maharashtra
Stratacent is looking for an experienced Team Lead - Enterprise Helpdesk to lead a team of Technical Service Desk Analysts and ensure smooth day-to-day…
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Associate- Enterprise Helpdesk
Stratacent —Pune, Maharashtra
" Analyse and highlight any issues which needs to be raised as Major Incident to the Lead or Incident Manager basis the criteria.
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Team Lead - Enterprise Helpdesk (Pune)

Stratacent
Pune, Maharashtra

Quick apply

Job details

Full-time

Benefits

Commuter assistance
Health insurance

Qualifications

BCS
Knowledge management
Telephony
ITIL Certification
Azure
Management
Computer Science
Incident management
SAS
IT service management
AWS
Analysis skills
Presentation skills
Bachelor's degree
ITIL
IT support
ServiceNow
Computer Applications
Leadership
Communication skills
Information Technology

Full job description

Job Title: Team Lead-Enterprise Helpdesk (Pune)
Location: Viman Nagar, Pune
Shift: 24*7 (Rotational Shift)

Job Description
Stratacent is looking for an experienced Team Lead - Enterprise Helpdesk to lead a team of Technical Service Desk Analysts and ensure smooth day-to-day operations. The role involves managing service desk performance, driving SLA and CSAT adherence, handling escalations, and collaborating with internal and client stakeholders. The ideal candidate should have strong people management skills, ITSM knowledge, and a passion for continuous service improvement.

Responsibilities

Monitor call and ticket volumes to ensure the SLA's are met
Good understanding of CPI's, KPI's and CSAT tracking, measurement, analysis and drive improvements
Keep track of staffing and scheduling to ensure adequate staff is available to manage the volume
Report daily performance to internal and client stakeholders
Be part of internal and external reviews
Perform analysis of the tickets to improve the first-time fix and reduce hops, aging and backlog of tickets
Work closely with Quality, Training, Knowledge Management, Incident Management and Service Transition team to run smooth operations
Handle and respond to escalations with proper RCA and artefacts
Maintain connect with internal and client stakeholders if any issues need attention for resolution or work stoppage

Required Skills

Bachelor's degree in Computer Science, Information Technology, Computer Applications, or a related field.
Proven experience in Service Desk/IT Support team leadership with strong stakeholder management skills.
Strong understanding of ITSM processes, ITIL principles, and service delivery metrics (SLA, KPI, CSAT).
Hands-on experience with ServiceNow, Excel reporting, telephony reporting, and operational dashboards.
Strong analytical, problem-solving, communication, and presentation skills; ITIL 4 Certification preferred.

Employee Benefits:
Group Medical Insurance
Cab facility
Meals/snacks
Continuous Learning Program
Creche facility

Company Profile
Stratacent is an IT Consulting and Services firm, headquartered in Jersey City, NJ, with two global delivery centres in New York City area and New Delhi area plus offices in London, Canada and Pune, India.We are a leading IT services provider focusing in Financial Services, Insurance, Healthcare and Life Sciences. We help our customers in their digital transformation journey and provides services/ solutions around Cloud Infrastructure, Data and Analytics, Automation, Application Development and ITSM.We have partnerships with SAS, Automation Anywhere, Snowflake, Azure, AWS and GCP.
URL - http://stratacent.com

Stratacent India Private Limited is an equal opportunity employer and will not discriminate against any employee or applicant for employment on the basis of race, color, creed, religion, age, sex, national origin, ancestry, handicap, or any other factors.

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