Service Desk Lead at Hexaware Technologies in Dehradun

Sidculindustries; Dehradun; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Hexaware Technologies is looking for a Service Desk Lead in Dehradun. This role requires over 9 years of experience with a graduate degree. Responsibilities include managing calls, incident management, and documentation.

The ideal candidate should possess strong analytical skills and excellent communication abilities. If you meet the qualifications, we encourage you to apply.

Qualifications

• 9+ years of experience in a similar role.
• Strong communicative and interpersonal skills.
• Experience with incident management and ticketing systems.

Responsibilities

• Manage and resolve issues through voice calls.
• Monitor the incident management queue and assign/reassign tickets.
• Document technical details and process updates.
• Track incidents/service requests to ensure SLA compliance.
• Provide remote desktop support.

Skills

Voice Call Management

ITIL Process Knowledge

Documentation Skills

Incident Management

Proactive Problem Management

Remote Desktop Support

Analytical Skills

Education

Graduate degree in any field

Job description

Hexaware Technologies is seeking a highly motivated and skilled professional for the role of Service Desk Lead in Dehradun.

The ideal candidate will have 9+ years of experience in a similar role and a graduate degree in any field of study.

Service Desk Lead at Hexaware Technologies in Dehradun

Job Title: Service Desk Lead

Location: Dehradun

Position Type: Full-time

Salary: As per the company standards

Experience: 9+ years

Education: Graduate

Responsibilities of Service Desk Lead

• Handling Voice Calls: Experience in managing and resolving issues through voice calls.
• ITIL Process: Knowledge of Incident Management and Service Request fulfillment.
• Documentation: Ability to document technical details, process updates, ticket status, and other relevant information as suggested by the Quality Lead.
• Incident Management: Monitor the Incident Management queue, assign/reassign tickets, and follow up as per standard procedures.
• Service Request Execution: Experience in executing service requests raised in the ticketing tool according to SOPs provided to the team.
• Basic Troubleshooting: L1 level troubleshooting of issues related to desktop, network, printer, Active Directory, O365, Lotus Notes, and email.
• Proactive Problem Management: An added advantage.
• SLA Tracking: Track incidents/service requests/problem tickets to ensure resolution within SLA, elevate unresolved issues as per the escalation mechanism, analyze ticket trends, and provide reports with improvement actions.
• Remote Desktop Support: Use Remote Desktop to assist end-users as required.
• Analytical Skills: Ability to understand end-users’ technical requirements, solid troubleshooting, problem-solving, and analytical skills.

The successful candidate will possess excellent communication & inter-personal skills. If you have relevant experience and are interested in this opportunity, please apply at the below link.

About Hexaware Technologies

Hexaware is an Indian multinational information technology and business process outsourcing service provider. It was founded in 1990 and is headquartered in Mumbai, India.

Hexaware provides a range of services and solutions in areas such as application development and maintenance, enterprise solutions, infrastructure management, digital assurance, business process management, and robotic process automation.