It Service Desk Engineer

Cerebra; Bengaluru; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Cerebra is seeking an experienced IT Service Desk professional to lead daily floor operations and support team members in a high-demand environment in Bengaluru. The role focuses on monitoring performance, handling escalations, and driving service quality improvements.

The ideal candidate will manage calls, perform audits, and oversee KB maintenance while guiding the team through rapid, continuous improvement initiatives. Willingness to work flexible shifts is essential.

Qualifications

• Experience in IT service desk operations.
• Experience in team handling and floor support.
• Experience in call monitoring and quality audits.
• Experience in escalation management and customer handling.
• Familiarity with FCR, FLR, and Shift-Left concepts.

Responsibilities

• Provide real-time floor support and guidance to service desk agents.
• Monitor and audit calls to ensure quality and process compliance.
• Handle escalated customer issues and complaints.
• Monitor team performance, productivity and service levels.
• Review and update Knowledge Base (KB) articles.
• Drive improvements in FCR/FLR and shift-left strategies.
• Suggest process improvements, automation and reduction of calls.
• Work in a 24/7 support environment including rotational shifts and weekends.
• Support continuous service improvement initiatives.

Skills

IT Service Desk

Team Leadership

Call Monitoring

Escalation Management

KB Management

Job description

Job Role: IT Service Desk Team Lead / Floor Support

Experience: 2–4 Years

Required Skill: IT Service Desk Operations

Job Summary

We are looking for an experienced IT Service Desk professional who can manage daily floor operations, support team members, monitor performance, handle escalated customer calls, and improve service quality.

Key Responsibilities

1. Floor Support: Provide real-time assistance and guidance to service desk agents.
2. Call Audits: Monitor and evaluate calls to ensure quality and process compliance.
3. Supervisor Calls: Handle escalated customer issues and complaints.
4. Team Management: Monitor team performance, productivity, and service levels.
5. Knowledge Management: Review and update Knowledge Base (KB) articles.
6. Service Improvement: Improve FCR (First Call Resolution) and FLR (First Level Resolution).
7. Shift-Left: Identify opportunities to resolve issues at the first level instead of escalating them.
8. Continuous Improvement: Suggest process improvements, automation, and ways to reduce customer calls.
9. Shift Flexibility: Must be comfortable working in a 24/7 support environment, including rotational shifts, weekends, and occasional extended hours.

Essential Skills

• IT Service Desk / IT Support experience.
• Team handling and floor support.
• Call monitoring and quality audits.
• Escalation management.
• Performance monitoring.
• Knowledge Base management.
• Understanding of FCR, FLR, and Shift-Left concepts.
• Good communication and problem-solving skills.