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Service Desk Lead

This requirement is valid till 13-12-2020

Required Skills:

  Service Lead
Location:  Mumbai
Domain:  Healthcare Pharmaceutical & Life Sciences
Qualification:  Any Degree
Experience:  3-5 yrs.
Job Description with Roles & Responsibilities: 

Monitor call handling & closure by Desktop Support team

Ensure all calls should be closed as per defined TAT

Identify repeat incidents; generate problem tickets for permanent resolution.

Highlight potential issues to Ops Manager & PM

Adhere to end user security policy and will not provide any access to user without prior approval of Future General authority

Educate end user how to take his local backup.

Interact with senior management users like VPs,CFO, CEO (S1) of company & resolve their IT related queries on priority

Carry out weekly reviews for pending calls & actionable as a part of Operation management

Analysis CSAT ratings provided for closed tickets,take corrective & preventive action

Annalise repeated calls, develop RCA & find our preventative solutions.

Vendor management call close analysis ( Addition Scope)

Skillset:  Service Desk Team Lead

4-5 Years Experience.


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