Stratacent - ServiceDesk Team Lead - Ticketing System

Job Role : ServiceDesk Team Lead.

Experience : 8- 15 Years.

Location : Pune.

Shift : 24-7.

Job Summary :

Manage a team of Technical Service Desk Analysts by providing them assistance to perform their day-to-day task smoothly.

Ensure the internal and external governance and reporting is adhered to. Should be a team and work with team for common cause.

Primary Roles and Responsibilities :

• Monitor call and ticket volumes to ensure the SLA's are met.
• Good understanding of CPI's, KPI's and CSAT tracking, measurement, analysis and drive improvements.
• Keep track of staffing and scheduling to ensure adequate staff is available to manage the volume.
• Report daily performance to internal and client stakeholders.
• Be part of internal and external reviews.
• Perform analysis of the tickets to improve the first-time fix and reduce hops, aging and backlog of tickets.
• Work closely with Quality, Training, Knowledge Management, Incident Management and Service Transition team to run smooth operations.
• Handle and respond to escalations with proper RCA and artefacts.
• Maintain connect with internal and client stakeholders if any issues need attention for resolution or work stoppage.

Qualifications :

Company Profile is a Global IT Consulting and Services firm, headquartered in Jersey City, NJ, with global delivery centres in Pune and Gurugram plus offices in USA, London, Canada and South Africa.

We are a leading IT services provider focusing on Financial Services, Insurance, Healthcare and Life Sciences. We help our customers in their transformation journey and provide services around Information Security, Cloud Services, Data and AI, Automation, Application Development and IT Benefits :

(ref : hirist.tech)