Helpdesk L2 Team Leader

Our Client

A global leader in the BPO sector offering world-class CX and Service Centres at all their locations. They service industries such as eCommerce, Retail, Food Delivery, and Technology.

Package

10 Lakh - 12 Lakh per annum

About the Role

The Helpdesk Level II team leader will be an escalation point for Level I and / or will be routed to higher-priority issues.

This team is responsible for installing, staging, configuring, and supporting a wide selection of retail and network equipment including but not limited to traffic counters, point of sale servers, cash registers, wireless access points,

amps, cameras, routers, and switches. This position will require a dynamic person with good troubleshooting skills

customer service capabilities as well and team leadership for team distributed across multiple shifts. The ideal

candidate will be familiar with various retail and network technologies, equipment, and capabilities and have

managed large level 2 support operations and On-call support.

Role and Responsibilities – Primary

• Leading a Level 2 Support team across 3 shifts
• Responsible for overall L2 Support service delivery.
• Point of escalation for the customer leadership for the engagement
• Provide Subject Matter Expertise and troubleshooting support to the team
• Identify and escalate situations requiring urgent attention
• Governing all service desk interactions into the ticketing system and generating required reports
• Coordination with the L1 support team as required
• Speaks clearly, concisely, and effectively, listens to, and understands information and ideas as presented verbally
• Ability to work a flexible schedule
• Work closely with peers and cross-functional teams to drive resolution and provide excellent customer service
• Writes or drafts reports, or other communications to internal and external customers.
• Other duties as assigned

Qualifications and Education Requirements

o Minimum 3 years of leadership experience in IT operations, especially of L1 / L2 / L3 support team

o Minimum 3 years of computer service experience

o 2 to 4 years of experience in a help desk environment Excellent Working Knowledge of Microsoft Business Applications (Excel, Outlook, PowerPoint, Visio)