Engineer
BengaluruFull-time2–5 yrsPosted 1 week ago
Mid-level customer support role at Movate in Bengaluru. Needs 2+ years and a B.Sc.
About the role
Supervise and mentor a team of L1 Service Desk Engineers. Monitor ticket queues and ensure timely incident, request, and escalation management. Drive adherence to SLAs, KPIs, quality standards, and ITIL processes.
What you'll do
- Lead and manage Service Desk operations across voice, email, chat, and ticketing channels
- Supervise and mentor a team of L1 Service Desk Engineers
- Monitor ticket queues and ensure timely incident, request, and escalation management
- Drive adherence to SLAs, KPIs, quality standards, and ITIL processes
What you need
- Escalation handling
- ITIL