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Service Desk Lead

Early Applicant
  • 5 months ago
  • Be among the first 50 applicants

Job Description

About FSL:

FSL is one of the fastest growing Digital business services company. It is one of global leaders in Healthcare, Mortgage and Collection business services. It is close to a US$680 million in revenues and 30K workforce. It is at the forefront of the leap in new age Digital services (deep tech, AI, Automation) as it is closest to the business, domain knowledge and access to data and people who can gain from it. We are creating a technology team which will create multiple platforms and products that serve our business and customers in a Digital first manner. To that end, we are looking for Full Stack developers across MEAN/MERN stack along with Java experience. And Data Science, AI, ML experience will be an added advantage.

This is an exciting opportunity to be part of an organization which has clear goal and objective set in going Digital first, and top leaders in this space from top-tier companies have joined to make this happen. You will be exposed to a start-up like environment within a reasonably large organization and get to work on deep tech with clear business objectives, and intent for deep investments.

About the role:

Service Desk Team Lead

The Service Desk Lead is responsible for managing the day to day operations of the Service Desk. is the first point of contact for any IT related Incidents or Service Requests.Their responsibilities include ensuring customer requirements are met in terms of communication, resource allocation, prioritizing, escalating, providing metrics and resolving incidents and requests. They oversee the day-to-day effectiveness of the service ensuring targets are met. They act as a escalation point not only for the service desk team but for internal staff as well.

Skills

  • Experience in leading a team of Service Desk Analysts. Provide Quality Assurance and reporting.
  • Experience managing scheduling and coverage requirements across multiple time zones.
  • ITSM Experience using an ITSM tooling such as ServiceNow and be familiar with ITIL Framework.
  • Technical Support: Have good knowledge of Windows technology stack, to be able to provide over the phone or email support, performing remote troubleshooting through diagnostic techniques and pertinent questions.
  • Act as a escalation point for members of the team. Some MAC OS knowledge would be beneficial.
  • Mobile Device Support- Have sound knowledge of Android and iOS Phones and tablets.
  • AV Solid understanding of AV systems, troubleshooting
  • Problem-Solving: Service Desk personnel guide customers through the problem-solving process and, if necessary, direct unresolved issues to the next level of support personnel.
  • Communication: They ensure that information is communicated to users through the appropriate channels and provide accurate information on IT products or services.
  • Record Keeping: The team records events, problems, and their resolutions in logs, updating customer status and information.
  • Leadership Act as an escalation point for junior members of the team and provide development to the team.

Qualifications:

Bachelor's degree in Computer Science, Information Technology, or a related field.

5+ years of hands-on experience

More Info

Industry:Other

Function:IT

Job Type:Permanent Job

Skills Required

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Date Posted: 22/06/2024

Job ID: 82674795

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Last Updated: 22-11-2024 07:13:33 PM