Service Desk Team Lead

Direct message the job poster from Wipro payal shinde T...

Direct message the job poster from Wipro payal shinde Talent Acquisition Specialist at Wipro 7 Yrs of experience in IT service desk3+ yrs of Team Lead experienceSKills :Active Directory, ITSM, ITIL, Servers, VPN, O365, MS apps, Laptop troubleshooting, Remedy, SNOW, L1/L2 support, ETC.Purpose:The Service Desk Team Lead leads a team of Service Desk Agents.Main responsibilities:Accurate recording and tracking of customer requests. Adherence to SLAs on team level. Performance of the team.Major activities:Monitors open tickets for service level breachesIdentifies potentially major problemsUses established procedures, guidelines, and standardsResponds to changing business needs by recommending new ways to handle new issuesMonitors the direction of appropriate incident tracking processes to be followed by teamReports Incidents and SRs. Reports will be generated from various tools available within the infrastructureConducts leave and resource management for each queueHandles escalated callsImplements SIP and CIPConducts quality audits, coaches, and mentors the team membersPrepares Materials for: Escalation calls thrice a week, Low CSAT calls twice a week, Help File calls, Incident Management calls, and First Call Fix exception callsAttends the monthly quality meeting and BMC Remedy Resolver Group Team Leads Show more Show less Seniority level Mid-Senior level Employment type Full-time Job function Information Technology Industries IT Services and IT Consulting