Service Desk Escalation Lead

October 22

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Dynamix

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BPO Services • Cloud Apps • Network Services • Help Desk Support • Cloud Communications

11 - 50

Description

• Responsible for managing and overseeing the escalation process for any Support Issue. • Prioritize and assign tickets, ensuring timely resolution. • Collaborate with teams to address complex issues. • Act as a point of contact for complex or high-priority incidents. • Assist with ticket resolution when team members are out of office. • Conduct thorough analysis of escalated incidents, identifying root causes. • Maintain clear communication channels with internal teams and Customer POC. • Drive customer-facing meetings as required for resolution on escalated issues. • Create and update documentation related to escalation procedures. • Monitor and report on key performance indicators related to escalations. • Proactively identify opportunities for service desk process improvements.

Requirements

• Bachelor’s degree in information technology or related field (or equivalent experience). • Proven experience in a service desk or IT support role, with a focus on escalation management. • Strong analytical and problem-solving skills. • Excellent communication and interpersonal abilities. • Familiarity with IT service management tools and processes. • Leadership experience or demonstrated leadership qualities.

Benefits

• Remote work friendly • Great scope for further Learning and development • Indian holiday calendar with 5 additional personal days • Indian standard leave policy which includes Personal Time Off / Vacation / Sick Leaves / Time off to volunteer / Maternity Leave / Paternity Leave and various other types of leaves included • Yearly work from home allowance, performance reviews and variable pay • Mobile and internet allowance • Family medical insurance • Lucrative pay package on par with industry standards and matching your skill & experience. • Continuous Learning and Development on life skills & career skills. • Fast-growing scale up with opportunities to develop yourself within the company. • Diverse and international team across 3 continents. • Fun and informal environment. • Flexible and remote friendly company.