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, escalate 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.

Note: It is important to know that real employers do not ask job seekers to pay money in exchange for a job. So, please be careful and avoid paying for any job opportunity.

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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.