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IT Service Desk Supervisor

  • Prakhar Softwares Solutions Pvt.Ltd
  • Delhi
Skills : Supervision ,Leadership ,Technical support ,Team management, Incident management ,Problem-solving, Escalation management

Description :

Title - IT Service Desk Supervisor

Exp = 3 - 8 years

Location - Delhi

Job Summary: The IT Service Desk Supervisor oversees the daily operations of the IT service desk, ensuring the efficient delivery of technical support services to end-users. They provide supervision, guidance, and support to service desk staff, resolve escalated issues, and contribute to the improvement of IT processes and procedures.

Responsibilities:

Supervision and Leadership:

  • Supervise and coordinate the activities of the service desk team, including scheduling, task assignment, and performance management.
  • Provide leadership, mentoring, and coaching to service desk technicians to ensure high performance and professional development.
  • Foster a collaborative and positive work environment within the service desk team.

Technical Support:

  • Provide technical assistance and troubleshooting support to end-users for hardware, software, and network-related issues.
  • Handle escalated incidents and complex technical problems, ensuring prompt resolution.
  • Coordinate with other IT teams to resolve issues that require specialized expertise.
  • Maintain knowledge base articles and documentation for common issues and solutions.

Process Improvement:

  • Identify opportunities for process improvement within the IT service desk and implement enhancements to increase efficiency and effectiveness.
  • Analyze service desk metrics and performance indicators to identify trends and areas for improvement.
  • Participate in the development and implementation of IT policies, procedures, and standards.

Customer Service:

  • Ensure a high level of customer satisfaction by providing courteous, timely, and effective support.
  • Communicate with end-users to understand their needs and ensure expectations are met.
  • Proactively communicate service disruptions, planned maintenance, and other relevant information to end-users.

Reporting and Documentation:

  • Prepare and present regular reports on service desk performance, including key metrics, trends, and improvement initiatives.
  • Maintain accurate records of support tickets, resolutions, and customer interactions.
  • Ensure compliance with service level agreements (SLAs) and other contractual obligations.

Requirements:

  • Bachelor’s degree in Computer Science, Information Technology, or related field (preferred).
  • Proven experience in a technical support role, with at least [X years] of experience in a supervisory or leadership capacity.
  • Strong knowledge of ITIL principles and best practices.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to prioritize tasks, delegate effectively, and work under pressure in a fast-paced environment.
  • IT certifications such as ITIL, CompTIA A+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.

Job Overview

  • Posted date : 2024-05-07
  • Location : Delhi
  • Vacancy : 4
  • 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