Service Desk Lead
- Trianz
- 2 - 6 years
- Hyderabad
- 1 month ago
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Job Description
Job Summary:- Monitor the ticketing system; ensure timely resolution of service requests and incidents.
- Coordinate with internal teams via calls and chat to resolve issues end-to-end.
- Appropriately assign tickets to relevant teams with comprehensive log notes.
- Liaise with vendors to track issues and corrective actions.
- Respond to client requests across calls, emails, and chats with professionalism and urgency.
- Escalate recurring technical issues to higher management with documented patterns.
- Take full ownership of user issues and work toward resolution and satisfaction.
- Identify and raise risks related to hardware faults or urgent replacement needs.
- Ensure accurate preparation, documentation, and maintenance of service desk data.
- Participate in process improvements, reporting, and knowledge base documentation.
- Effective Communication: Strong verbal and written skills to convey information clearly and professionally.
- Multitasking: Ability to manage multiple tasks such as incident resolution, escalations, and reporting simultaneously.
- Problem-Solving: Swift identification and resolution of service issues to ensure end-user satisfaction.
- Time Management: Prioritize workloads effectively to meet SLAs and internal deadlines.
- Conflict Resolution: Resolve user concerns and inter-team conflicts in a calm and productive manner.
- Technical Proficiency: Familiarity with phone systems and MS Office tools (Excel, Outlook, PowerPoint).
- Organizational Skills: Efficient management of documentation, scheduling, and reporting duties.
- Proactive mindset with attention to detail.
- Strong leadership and team coordination abilities.
- Customer-focused approach with a drive for continuous service improvement.
- ITIL Certification
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: TrianzLocation(s): Hyderabad
Keyskills: ITIL certified Conflict resolution People management skills Service desk IT service desk MS Office tools Scheduling Customer service IT asset management Service Desk Lead
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Trianz
Trianz is a dynamic growth oriented firm that focuses on turnkey execution of strategic initiatives, combining a unique execution philosophy with business model, process transformation and technology implementation capabilities. Our practices are centered on industry process and technology led areas...
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