Service desk Agent || 3 To 7 years || Hyderabad

Service desk Shift Lead

Role & responsibilities

• Lead and manage daily service desk operations across shifts
• Ensure team schedule adherence, attendance, and break management
• Monitor and manage ticket queues (P1P4) ensuring SLA compliance for response and resolution
• Act as the primary escalation point for major incidents (P1/P2) Coordinate with cross-functional teams to drive timely issue resolution Conduct effective shift handovers with proper documentation
• Provide mentoring, coaching, and performance feedback to team members
• Drive continuous improvement initiatives and process optimization

Preferred candidate profile

• 5 to 7 years of experience in Service Desk / IT Support environment
• Minimum 12 years in a Team Lead / SME / Shift Lead role
• Experience in handling global clients and 24/7 support operations is preferred

Service desk Agent:

Role & responsibilities

• Ensure adherence to ITIL processes and SLAs.
• Monitor ticket queues and prioritize critical issues.
• Provide escalation support for complex incidents.
• Conduct regular team meetings and performance reviews.
• Maintain and update knowledge base articles.
• Collaborate with other IT teams for issue resolution.
• Generate and analyze service desk performance reports.

Drive process improvements and automation initiatives

Preferred candidate profile

• Expertise in ITSM tools (ServiceNow).
• In-depth knowledge of ITIL framework.
• Excellent communication and problem-solving skills.
• Ability to handle high-pressure situations and escalations.

Experience in reporting and KPI management.