Service Desk Field IT & Field Support

Tagbin Services; Gurugram District; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Tagbin Services in Gurugram, Haryana, India, is seeking a Service Desk Field - IT & field Support to join on-site. The role involves leading a team delivering technical support for interactive technologies and digital displays, with 60 days join requirement.

You will drive ITIL-aligned incident and change management, SLA reporting, and process improvements while collaborating with cross-functional teams to ensure high service quality.

Qualifications

• Proven experience in IT service desk management and team leadership.
• Strong knowledge of ITIL, SLA reporting, and ITSM tools.
• Excellent leadership and communication in a technical environment.
• Ability to manage multiple tasks in fast-paced settings.

Responsibilities

• Lead a team of remote support specialists for kiosks and digital displays.
• Ensure rapid closure of tickets with automation and process optimization.
• Oversee IT service desk operations following ITIL and SLA practices.
• Prepare SLA reports with performance metrics and root-cause analysis.

Skills

IT service desk management

Team leadership

ITIL

Strong communication

Tools

ServiceNow

JIRA

Job description

ABOUT THE ROLE

Join us as a Service Desk Field - IT & field Support in Gurugram, Haryana, India. This is a full-time, on-site position with a requirement to join within 60 days.

KEY RESPONSIBILITIES

1. Supervise and lead a team of remote support specialists, ensuring effective management and troubleshooting of live museum kiosks, smart city applications, and digital displays using advanced diagnostic tools and remote management software.
2. Ensure rapid closure of support tickets while maintaining high standards of service quality and operational efficiency through automation and process optimization.
3. Oversee IT service desk operations, ensuring compliance with ITIL principles, adherence to service level agreements (SLAs), and implementation of best practices in incident, problem, and change management.
4. Prepare and present detailed SLA reports to management, highlighting performance metrics, root cause analysis, and areas for improvement using data analytics tools.

REQUIRED SKILLS AND EXPERIENCE

1. Proven experience in IT service desk management and team leadership, with a focus on technical support for digital and interactive technologies.
2. Strong understanding of ITIL principles, SLA reporting, and experience with IT service management (ITSM) tools such as ServiceNow or JIRA.
3. Excellent leadership and communication skills, with the ability to motivate and guide a team in a technical environment, fostering a culture of continuous improvement and technical excellence.
4. Ability to manage multiple tasks and priorities in a fast-paced environment, with expertise in technical troubleshooting and problem-solving methodologies.

WHAT WE OFFER

A dynamic work environment within a leading tech-experiential company, opportunities for professional growth, and the chance to work on innovative projects that combine creativity and technology.