IT -Team Lead (New Delhi)

Job description

Role & responsibilities

• Knowledge of IT products
• End-to-end incident and service request ownership, Incident management, vendor coordination with agreed SLAs.
• Service Ownership SPOC for all tickets (EUC & Infra)
• Customer complaint handling, call logging, call assignment, call tracking, and call closure as per service agreement.
• SLA compliance and MIS Reporting
• Taking customer feedback for satisfactory call closure.
• Implementing best practices to reduce time and increase efficiency.
• Receive, classify and record all calls (in ITSM Tool) and emails issues from users
• Should have skill for Problem Management and resolution
• Escalate tickets according to agreed SLOs/SLAs.
• Sharing daily report & dashboard
• Coordination with user for pickup of Spares ( defective, DOA , unused ) through courier
• Maintain updates of tickets in the tool and ensure data accuracy, etc. if incorrectly defined by the users.

Preferred candidate profile

• Excellent communication & client handling skills
• Proficiency in written and spoken English
• Excellent client-facing and internal communication skills
• Solid organizational skills, including attention to detail and multi-tasking skills
• Hardware & Networking
• Customer Success, Service & Operations