Job Title : Team Lead-Enterprise Helpdesk

Experience : 5+ Years

Location : Gurgaon

Shift : 24-7 (Rotational Shift)

Job Summary :

Role : Service Desk Lead

Job Description :

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 player and work with team for common cause. Collaborate with internal and client stakeholders in driving continuous improvement.

Roles And Responsibilities :

- Monitor call and ticket volumes to ensure the SLA's are met.

- Good understanding of CPI's, KPI's and CSAT tracking, measurement, analysis, and drive improvements.

- Keep track of staffing and scheduling to ensure adequate staff are available to manage the volume.

- Report on daily performance to internal and client stakeholders.

- Be part of internal and external reviews.

- Perform analysis of the tickets to improve the first-time fix and reduce hops, aging and backlog of tickets.

- Work closely with Quality, Training, Knowledge Management, Incident Management and Service Transition team to run smooth operations.

- Handle and respond to escalations with proper RCA and artefacts.

- Maintain connect with internal and client stakeholders if any issues need attention for resolution or work stoppage.

- Drive Continuous Service Improvement.

- Should be able to take calls and chats as and when needed.

Skill Sets :

- Strong interpersonal and communication skills with ability to manage diverse teams.

- Analytical mindset to proactively identify issues and resolve / highlight them.

- Well versed with Excel, ServiceNow and Telephony reporting along with good presentation skills.

- Strong understanding of ITSM processes & ITIL.

Work Experience :

- 5 years of experience in Technical Service Desk with 3 years in Leads role.

Educational Qualification :

- Bachelor of Computer / IT / Application.

- ITIL 4 Certification preferred.

Company Benefits :

- Group Medical Insurance.

- Cab facility.

- Meals/snacks.

- Continuous Learning Program.

Company 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 in Financial Services, Insurance, Healthcare and Life Sciences. We help our customers in their transformation journey and provides services around Information Security, Cloud Services, Data and AI, Automation, Application Development and IT Operations.