Service Desk Team Lead

Job Role: ServiceDesk Team LeadExperience: 8-15 YearsLocation: GurugramShift: 24*7Job Summary:Manage a team of Technical Service Desk Analysts by providing them assistance to perform their day-to-day task smoothly. Ensure the internal and external governance and reporting is adhered to. Should be a team and work with team for common cause.Primary Roles and Responsibilities:Monitor call and ticket volumes to ensure the SLAs are metGood understanding of CPI's, KPI's and CSAT tracking, measurement, analysis and drive improvementsKeep track of staffing and scheduling to ensure adequate staff is available to manage the volumeReport daily performance to internal and client stakeholdersBe part of internal and external reviewsPerform analysis of the tickets to improve the first-time fix and reduce hops, aging and backlog of ticketsWork closely with Quality, Training, Knowledge Management, Incident Management and Service Transition team to run smooth operationsHandle and respond to escalations with proper RCA and artefactsMaintain connect with internal and client stakeholders if any issues need attention for resolution or work stoppageQualifications:Bachelor's degree in information technology, Computer Science, or a related fieldGood team and client handling skills with excellent communicationAnalytical mindset to proactively identify issues and resolve / highlight themWell versed with Excel, ServiceNow and Telephony reporting along with good presentation skillsGood understanding of ITIL 4 practicesKnowledge of ITSM would be add onCompany Profile: Stratacent is a Global IT Consulting and Services firm, headquartered in Jersey City, NJ, with global delivery centres in Pune and Gurugram plus offices in USA, London, Canada and South Africa. We are a leading IT services provider focusing on Financial Services, Insurance, Healthcare and Life Sciences. We help our customers in their transformation journey and provide services around Information Security, Cloud Services, Data and AI, Automation, Application Development and IT Operations.URL - Benefits:• Group Medical Insurance• Cab facility• Meals/snacks• Continuous Learning ProgramStratacent India Private Limited is an equal opportunity employer and will not discriminate against any employee or applicant for employment on the basis of race, color, creed, religion, age, sex, national origin, ancestry, handicap, or any other factors.

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