Service Desk Lead

Must-Have**

- Good documentation and Analytical skills - Exhibit flexibility and adaptability and have strong interpersonal and communication skills - Would be required to take calls/chats if the need arises - Be Active SME when required Ready to work 24/7 Shift - Ready to work 24/7 Shift

Good-to-Have ITIL certifications preferred

SN Responsibility of / Expectations from the Role

1 Develop , Modify apply and maintain IT quality Standards to exceed client metrics

2 Audit Calls ,Chats and handle Calibrations- Achieve Targets

3 Collaborate effectively ,Coach and provide feedbacks.

4 Monitor Team performance and generate reports on trends

5 Analyze and identify root causes of non compliances and ensure corrective actions are implemented

6 Analyze the effectiveness of implemented action plan

7 Reporting – Publish Daily, weekly and monthly reports on quality matrices

8 Attend client calls on need basis

9 Floor Support and live monitoring

10 Conduct team meetings to provide updates