Job Description

Role

Service desk lead

Responsibilities

  • To support the service desk agents in prompt delivery & customer service
  • Advise and collaborate with the agents on current issues and work toward the resolution of tickets
  • Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up
  • Coordinate with other IT teams as appropriate for closure of any escalated ticket
  • Act as a liaison between Service Desk and other teams to ensure effective communication between teams
  • Provide liaison and governance at both internal & client levels
  • Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations
  • Measure and report on service delivery performance metrics including customer satisfaction surveys and incident tickets
  • Lead in the development of good customer ser...

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