Service Desk Specialist

Skill set Required :ITIL-based incident and request management, leadership in ITSM tools (ServiceNow, Remedy), team coordinationLocation :HyderbadDesired Competencies (Technical/Behavioral Competency)Job DescriptionThe Service Desk Lead oversees daily operations of the service desk, ensuring timely resolution of incidents and requests, managing team performance, and maintaining high customer satisfaction.Main Activities- Manage and supervise Service Desk team members. - Ensure adherence to ITIL processes and SLAs. - Monitor ticket queues and prioritize critical issues. - Provide escalation support for complex incidents. - Conduct regular team meetings and performance reviews. - Maintain and update knowledge base articles. - Collaborate with other IT teams for issue resolution. - Generate and analyze service desk performance reports. - Drive process improvements and automation initiatives.Must-Have- Strong leadership and team management skills. - Expertise in ITSM tools (ServiceNow). - In-depth knowledge of ITIL framework. - Excellent communication and problem-solving skills. - Ability to handle high-pressure situations and escalations. - Experience in reporting and KPI management.Good to have- Experience with automation tools and scripting. - Knowledge of cloud platforms and remote support tools.

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