Customer Solution Center Rep 5 - Technical

About the role

The Service Desk Tech Lead is responsible for overseeing the daily operations of the service desk team, ensuring timely and effective resolution of IT-related issues for users. The role combines hands-on technical expertise with leadership responsibilities, guiding the team to deliver high-quality support services, drive continuous improvements, and align with company objectives.

What you'll do

• Lead and mentor a team of service desk technicians, providing guidance on technical issues
• Oversee the day-to-day operations of the service desk, ensuring SLAs are met for response and resolution times
• Act as an escalation point for complex technical issues, providing advanced troubleshooting support
• Conduct regular performance reviews, monitor team metrics, and provide feedback to ensure continuous improvement

What you need

• 3–4 yrs of experience
• Customer service
• Ticketing tools
• ITIL
• Escalation handling
• ServiceNow
• Communication
• B.Tech or B.E. or B.Sc or BCA