Service Desk Team Lead

11 hours ago


Birmingham, Birmingham, United Kingdom Hexaware Technologies Full time
Job Title: Service Desk Team Lead About the Role: We are seeking a highly skilled Service Desk Team Lead to join our team at Hexaware Technologies. As a Service Desk Team Lead, you will be responsible for managing the Service Desk activities, including incident and service request process handling, and ensuring that all incidents are resolved within the agreed Service Level Agreements (SLAs). Key Responsibilities: * Manage Service Desk activities, including incident and service request process handling * Ensure that all incidents are resolved within the agreed SLAs * Liaise with the Service Manager and other teams as required * Help with the development and issuance of Service Desk Operational Reports * Analyze ticket trends and provide reports with improvement actions * Attend voice calls and use Remote Desktop to assist end users as required * Monitor the Incident Management queue and update the incident management system with all relevant information Requirements: * Minimum 4+ years of experience in service desk lead * Excellent communication and conversation skills in English * Good knowledge of Incident, Change and Problem Management * ITIL certification * Ability to handle unforeseen situations and possess excellent customer handling skills What We Offer: * Competitive salary and benefits package * Opportunities for career growth and professional development * Collaborative and dynamic work environment How to Apply: If you are a motivated and experienced Service Desk Team Lead looking for a new challenge, please submit your application.

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