IT IS_Service Desk

Cerebra; Bengaluru; On-site; INR 320,000 - 520,000; Full time

Job summary

Cerebra is seeking a service desk professional in Bengaluru to support a fast-paced IT operations environment. The role involves floor support, conducting call audits, and handling supervisor calls while actively managing team performance and maintaining the knowledge base.

Responsibilities include contributing to continual service improvement, working across shifts as needed, and collaborating on opportunities to reduce contact volume through automation and better processes.

Qualifications

• Experience in IT service desk or similar environment (2-4 years).
• Strong communication and problem-solving abilities.

Responsibilities

• Floor Support and assist teams in daily operations.
• Perform Call Audits to ensure quality and compliance.
• Take Supervisor Calls and escalate where necessary.
• Manage performance of the team and provide feedback.
• Review KB articles to improve knowledge base.
• Work in a demanding 24/7/365 operations environment, including after-hours or weekends as needed.
• Shift-left initiatives to improve FCR and FLR.
• Propose continual service improvements and automation opportunities to clients and internal teams.

Skills

IT IS_Service Desk

Job description

Role & responsibilities

Role Descriptions: Key Responsibilities:

• Floor Support
• Call Audits
• Take Supervisor Calls
• Managing performance of the team
• KB article review
• Requires the ability to thrive in a demanding fast paced 24*7*365 operations support environment which may occasionally require working after normal business hours or weekends. Candidates might need to extend support during Week Offs depending on the business requirement
• Shift-left | FCR and FLR improvement
• Continual Service Improvement provide inputs to the client and internal teams on improvement opportunities contact reduction automation etc.

Essential Skills

Key Responsibilities:1.Floor Support2.Call Audits3.Take Supervisor Calls4.Managing performance of the team5.KB article review6.Requires the ability to thrive in a demanding| fast paced 24*7*365 operations support environment| which may occasionally require working after normal business hours or weekends. Candidates might need to extend support during Week Offs depending on the business requirement7.Shift-left| FCR and FLR improvement8.Continual Service Improvement provide inputs to the client and internal teams on improvement opportunities| contact reduction| automation etc.

Desirable Skills:

Keyword:

Skills: IT IS_Service Desk

Experience Required: 2-4