Job Description
Job Role: ServiceDesk Team Lead
Experience: 8-15 Years
Location: Gurugram
Shift: 24*7Job Summary:
Manage a team of Technical Service Desk Analysts by providing them assistance to perform their day-to-day task smoothly. Ensure the internal and external governance and reporting is adhered to. Should be a team and work with team for common cause.
Primary Roles and Responsibilities:
Monitor call and ticket volumes to ensure the SLAs 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 smo...
Experience: 8-15 Years
Location: Gurugram
Shift: 24*7Job Summary:
Manage a team of Technical Service Desk Analysts by providing them assistance to perform their day-to-day task smoothly. Ensure the internal and external governance and reporting is adhered to. Should be a team and work with team for common cause.
Primary Roles and Responsibilities:
Monitor call and ticket volumes to ensure the SLAs 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 smo...
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