Lead, Service Desk
IndiaFull-time4–7 yrsPosted 2 months ago
Mid-level IT support role at Zones. Needs 4+ years and a BCA.
About the role
The Service Desk Team Lead has the responsibility for leading the day-to-day operation of the service desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritization, escalations & resolutions of incidents and requests.
What you'll do
- Leading the day-to-day success of the service desk
- Ensuring knowledge articles are up to date and accurate
- Ensuring coverage at the desk by overseeing scheduling and managing call outs
- Ensuring Proper Response is given for Level I and Level II Service Desk Incidents and Requests where appropriate
- Serve as the point of contact for all Customer Support communications and report to the Project Manager to ensure all concerns are addressed on time
What you need
- Active Directory
- Office 365
- Windows
- ITIL
- ServiceNow
- iOS