Excellent Communication Skills: Proficient in both spoken and written communication. Handling Voice Calls: Experience in managing and resolving issues through voice calls. ITIL Process: Knowledge of Incident Management and Service Request fulfillment. Documentation: Ability to document technical details, process updates, ticket status, and other relevant information as suggested by the Quality Lead. Incident Management: Monitor the Incident Management queue, assign/reassign tickets, and follow up as per standard procedures. Service Request Execution: Experience in executing service requests raised in the ticketing tool according to SOPs provided to the team. Basic Troubleshooting: L1 level troubleshooting of issues related to desktop, network, printer, Active Directory, O365, Lotus Notes, and email. Proactive Problem Management: An added advantage. SLA Tracking: Track incidents/service requests/problem tickets to ensure resolution within SLA, escalate unresolved issues as per the escalation mechanism, analyze ticket trends, and provide reports with improvement actions. Remote Desktop Support: Use Remote Desktop to assist end-users as required. Analytical Skills: Ability to understand end-users’ technical requirements, solid troubleshooting, problem-solving, and analytical skills. Customer Service: Excellent proactive verbal skills and communication skills. Rotational Shifts: Willingness to work in a rotational shift 24/7 365 days. Work location: Dehradun Experience: 9+ years
Job Title
Service Desk Lead