Service Desk Lead

𝗛𝗶𝗿𝗶𝗻𝗴 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗗𝗲𝘀𝗸 𝗟𝗲𝗮𝗱 📍 𝗟𝗼𝗰𝗮𝘁𝗶𝗼𝗻: Powai, Mumbai 💼 𝗝𝗼𝗯 𝗧𝘆𝗽𝗲: Contract (06 Months) 🎯 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲: 4-6 Years 🛠 𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀: ✔ Lead and manage Service Desk operations in a 24x7 support environment ✔ Provide support via Voice, Email & Chat channels ✔ Deliver First Call Resolution (FCR) while maintaining high customer satisfaction ✔ Manage incidents and service requests within defined SLAs & KPIs ✔ Collaborate with cross-functional teams to resolve technical issues ✔ Document incidents accurately and contribute to knowledge base articles 💻 𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝗸𝗶𝗹𝗹𝘀: ✅ Windows, macOS & basic Linux troubleshooting ✅ Networking fundamentals (DNS, DHCP, TCP/IP) ✅ Active Directory & User Account Management ✅ Office 365 / Exchange / Google Workspace Support ✅ ServiceNow (SNOW) or other ITSM tools ✅ Remote Support Tools (Remote Desktop, TeamViewer, Bomgar) ✅ Hardware troubleshooting (Laptops, Desktops, Printers) ✅ VPN, MFA & Remote Access Support ✅ Mobile Device Support (iOS / Android / MDM) 📚 𝗣𝗿𝗼𝗰𝗲𝘀𝘀 & 𝗜𝗧𝗜𝗟 𝗞𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲: ✔ Incident, Request & Problem Management ✔ Ticket Prioritization & SLA Management ✔ Change Management Awareness ✔ Service Reporting & Documentation ✔ Continuous Service Improvement 🤝 𝗦𝗼𝗳𝘁 𝗦𝗸𝗶𝗹𝗹𝘀: ✔ Excellent verbal & written communication ✔ Strong customer service & stakeholder management ✔ Problem-solving & analytical mindset ✔ Ability to work under pressure and in rotational/night shifts ✔ Team player with excellent interpersonal skills 📩 𝗔𝗽𝗽𝗹𝘆 𝗡𝗼𝘄: 📧 deekshitha@pso.amktechnology.com 🚀 #𝗛𝗶𝗿𝗶𝗻𝗴 #ServiceDesk #ServiceDeskLead #ITSupport #HelpDesk #TechnicalSupport #ServiceNow #ITSM #ITIL #MumbaiJobs #PowaiJobs #ContractJobs #ITJobs #NowHiring #CustomerSupport #TechCareers #CFBR