Lead Service desk Analyst

5 - 7 Years 2 Openings Hyderabad

Role description

We are seeking a highly skilled and experienced Service Desk Lead to oversee our service desk operations. The ideal candidate will have a proven track record of leading teams, managing service desk activities, and ensuring high levels of customer satisfaction. This role requires strong leadership, excellent communication skills, and a deep understanding of IT service management best practices.

Key Responsibilities:

• Lead and manage the service desk team, ensuring efficient and effective resolution of IT issues.
• Develop and implement service desk policies, procedures, and standards.
• Monitor and report on service desk performance metrics and KPIs.
• Provide coaching, mentoring, and professional development opportunities for team members.
• Collaborate with other IT teams to ensure seamless service delivery.
• Handle escalations and ensure timely resolution of complex issues.
• Maintain a high level of customer satisfaction through effective communication and problem-solving.
• Manage service desk resources, including staffing, scheduling, and budgeting.
• Stay updated with the latest industry trends and technologies to continuously improve service desk operations.

Qualifications:

• Bachelors degree in Information Technology, Computer Science, or a related field.
• Minimum of 4 years of experience in a leadership role within a service desk environment.
• Overall 8+ years of experience in IT service management.
• Strong knowledge of ITIL or other IT service management frameworks.
• Excellent leadership and team management skills.
• Exceptional communication and interpersonal skills.
• Ability to handle high-pressure situations and make sound decisions.
• Proficiency in service desk software and tools.

Preferred Qualifications:

• ITIL certification or equivalent.
• Experience with remote and on-site team management.
• Familiarity with various ITSM tools and platforms.

Skills

Service desk, IT Support, Technical support

About UST UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the worlds best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

Information :

• Company : UST Global
• Position : Lead Service desk Analyst
• Location : Hyderabad
• Country : PK