iConsultera
Website:
iconsultera.com
Job details:
Job Title: Service Desk Associate (L1)
Location: Gift City, Gandhinagar
Shift Timing: 02:00 PM – 11:00 PM (Monday – Friday)
Job Summary
We are looking for an experienced Service Desk Lead to oversee daily service desk operations, ensure timely resolution of incidents, and maintain high levels of customer satisfaction. The role involves team management, escalation handling, SLA adherence, and continuous improvement of service delivery processes.
Key Responsibilities
🔹 Service Delivery & Operations:
- Support service desk agents in delivering prompt and high-quality customer service.
- Monitor and ensure timely resolution of tickets as per SLA guidelines.
- Handle and coordinate escalated incidents and service requests, ensuring proper resolution.
- Collaborate with internal IT teams for resolving complex issues.
- Act as a point of contact between service desk and other teams for seamless communication.
- Perform root cause analysis (RCA) for recurring issues and implement corrective actions.
- Conduct regular reviews of ticket queues and service desk performance.
🔹 Reporting & Governance:
- Track and report service delivery metrics such as SLA adherence, ticket volumes, and customer satisfaction.
- Prepare and present management reports and performance dashboards.
- Ensure compliance with service desk processes, policies, and quality standards.
- Communicate process updates and technical changes to the team effectively.
🔹 Capacity Planning & Workforce Management:
- Conduct capacity planning to ensure adequate staffing and skill alignment.
- Manage shift planning and scheduling based on client requirements and SLA commitments.
- Forecast resource requirements based on current and future business needs.
🔹 Team Management & Development:
- Lead, mentor, and support a team of service desk agents.
- Provide training, coaching, and performance feedback to improve team productivity.
- Assist team members during high workload or complex issue resolution.
- Identify and manage low performers, ensuring continuous improvement.
🔹 Talent & Performance Management:
- Participate in hiring and onboarding of new team members.
- Set performance goals, conduct appraisals, and provide constructive feedback.
- Build and maintain a high-performing and motivated team.
🔹 Employee Engagement:
- Drive employee engagement initiatives and maintain team morale.
- Monitor team satisfaction levels and implement improvement plans.
- Recognize and reward team performance to encourage a positive work environment.
Required Skills
- 2+ years of experience in Service Desk / IT Support
- Strong understanding of incident management and SLA-driven environments
- Experience in team handling and escalation management
- Knowledge of ticketing tools and service desk operations
- Strong communication, leadership, and problem-solving skills
- Ability to manage multiple priorities in a fast-paced environment
Preferred Qualifications
- Bachelor’s degree in IT, Computer Science, or related field
- ITIL certification or similar (preferred)
- Experience in a client-facing support environment
Key Performance Indicators (KPIs)
- SLA adherence and resolution timelines
- Reduction in escalations and backlog
- Customer satisfaction (CSAT scores)
- Team productivity and performance metrics
Click on Apply to know more.