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IT Service Desk Team Lead

  • Prakhar Softwares Solutions Pvt.Ltd
  • Delhi
Skills : Leadership and Team Management,Technical Support,Service Desk Operations,Customer Relationship Management,

Description :

Title - IT Services Desk  Team Lead

Exp = 3 - 8 years

Location - Delhi

Responsibilities:

Leadership and Team Management:

  • Lead, motivate, and coach a team of service desk technicians.
  • Set clear performance expectations and provide regular feedback to team members.
  • Conduct performance evaluations and identify opportunities for training and development.
  • Foster a positive and collaborative work environment.

Technical Support:

  • Oversee the handling of incoming support requests and ensure timely resolution.
  • Assist team members in troubleshooting technical issues and providing solutions.
  • Escalate complex issues to appropriate IT teams and follow up on resolution.
  • Maintain a comprehensive knowledge base and documentation of common issues and solutions.

Service Desk Operations:

  • Develop and implement service desk procedures, workflows, and best practices.
  • Monitor service desk performance metrics, such as ticket resolution time and customer satisfaction.
  • Identify areas for service improvement and implement initiatives to enhance service delivery.
  • Ensure compliance with IT policies, procedures, and security standards.

Customer Relationship Management:

  • Serve as a point of escalation for customer inquiries and complaints.
  • Build and maintain positive relationships with internal stakeholders and end-users.
  • Gather feedback from customers to identify areas for service enhancement.

Job Overview

  • Posted date : 2024-05-07
  • Location : Delhi
  • Vacancy : 3
  • Job nature : Full Time
  • Salary : Not Disclosed
  • Job Shift : Morning

Company Information

Prakhar Softwares Solutions Pvt.Ltd

Prakhar Softwares Solutions is a CMMI Level 3 , ISO 9001:2015, ISO 27001:2013 certified company dealing in multiple projects including software development, Staffing Management, Recruitment Process Outsourcing, E-governance. We have 10 offices across India and working for various e-governance projects of National Importance.

  • Name: Sahasha Namdeo
  • Web : prakharsoftwares.com
  • Email: info@prakharsoftwares.com