Service Desk Team Lead Job In Tvs Electronics
- TVS Electronics
- 5 to 9 Yrs
- Hosur
- 28 days ago
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Job Description
- Position: Service Desk - Team Lead Location: Hosur Experience - 5+ Years Key Responsibilities: 1. Incident and Service Request Management: Oversee the receipt, logging, and categorization of incoming incidents and service requests. Monitor and ensure timely troubleshooting and resolution of technical issues. Escalate unresolved or complex issues to higher-tier support teams or relevant stakeholders. Ensure incident tickets are updated with accurate information and resolution status. Analyze incident trends to identify recurring issues and implement preventive measures. 2. Team Leadership and Coordination: Manage and mentor a team of Service Desk agents, providing guidance and support. Assign and prioritize tasks to ensure efficient handling of incidents and service requests. Conduct performance reviews, provide feedback, and identify training needs for team members. Facilitate knowledge-sharing sessions and encourage team collaboration to enhance service delivery. 3. Customer Support: Ensure the delivery of timely and effective technical support to end-users. Communicate clearly and concisely with users, both verbally and in writing. Handle escalated customer concerns and ensure a positive resolution. Build and maintain strong relationships with customers to enhance their experience. 4. Knowledge Base Management: Oversee the development, maintenance, and enhancement of the knowledge base. Review and approve documentation created by team members to ensure quality and relevance. Identify opportunities to improve troubleshooting and resolution times through process optimization. 5. ITIL Process Management: Implement and enforce ITIL best practices for incident, problem, and change management. Monitor adherence to SLAs and OLAs, ensuring high service quality and compliance. Lead service review meetings and provide performance reports to management. Required Skills and Experience: Proven ability to manage and mentor a team of Service Desk agents. Strong communication skills in English, Kannada, and Hindi. Excellent problem-solving and troubleshooting capabilities. Proficient in ticketing systems (e.g., ManageEngine SDP, ServiceNow, Zendesk). Good understanding of ITIL processes and experience with ITIL implementations. Hands-on knowledge of computer hardware, software, and networking fundamentals. Ability to work independently and collaboratively in a fast-pac Job Type: Full-time Benefits: Cell phone reimbursement Food provided Health insurance Internet reimbursement Leave encashment Life insurance Paid sick time Paid time off Provident Fund Shift: Day shift Ability to commute/relocate: Hosur, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required) Work Location: In person,
Employement Category:
Employement Type: Full timeIndustry: IT Services & Consulting
Role Category: Sales / BD
Functional Area: Not Specified
Role/Responsibilies: Service Desk Team Lead Job In Tvs Electronics
Contact Details:
Company: Tvs ElectronicsLocation(s): Hosur
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Keyskills: Team Leadership Incident Management Service Request Management Troubleshooting Customer Support Communication Skills Ticketing Systems Computer Hardware Software Problemsolving
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