Service Desk Escalation Lead

October 20

Apply Now

Receive Emails with Similar Jobs

Dynamix

WebsiteLinkedInAll Job Openings

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

11 - 50

Description

• As a Service Desk Escalation Lead, manage and oversee the escalation process for support issues • Prioritize and assign tickets, ensuring timely resolution • Collaborate with teams to address complex issues • Train and mentor service desk staff • Analyze escalated incidents, propose preventative measures • Maintain clear communication with internal teams and Customer POC • Drive customer-facing meetings for escalated issues • Create and update documentation related to escalation procedures • Monitor and report on key performance indicators for process improvements • Streamline incident resolution processes across teams • 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 • You will join a fast-growing scale up with a lot of opportunities to develop yourself within the company • You will join a diverse and international team across 3 continents • You will work in a fun and informal environment • We are a flexible and remote friendly company