Unisys is hiring for the role of Service Desk Team Lead at their Bangalore office. This position is open to any graduate, with freshers encouraged to apply. As a Service Desk Team Lead, you will be responsible for overseeing service desk operations, managing support teams, and ensuring the delivery of high-quality customer service
Company Name: Unisys
Job Role: Service Desk Team Lead
Education Required: Any Graduate
Experience Required: Freshers
Job Location: Bangalore
Roles and Responsibilities:
- Manage team of 15 analysts.
- Responsible for handling the service desk issues.
- People management and development.
- Training/Mentoring: Formalizing the training plan on a monthly basis and documenting it.
- Ensuring all SLA’s are met.
- Publish monthly progress reports.
- Track and define common theme problems.
- Identify and implement corrective actions.
- Managing day to day workload, prioritizing when necessary.
- Handle escalations and work towards minimizing them.
- Driving and managing periodic shift/project level initiatives.
Required Skills and Qualifications:
- Proficient in Hardware, Networking and Microsoft Office Skills.
- Good knowledge of the ITSM tool.
- SLA Management.
- Proven ability to work with little supervision and identify issues requiring escalation.
- ITIL knowledge would be an advantage.
- Strong communication skills ,both spoken and written.
- Ability to handle the team, coach, guide and instill responsibility .
- Customer Focused.
- Self disciplined and flexibility.
- Self starter/ self motivated.
- Time and Conflict management.
- Ability to work with little supervision and identify issues requiring escalation.
- Ability to learn processes and procedures applicable to the account.
