Tech Mahindra - Immediate Requirement - Team Lead

Team Lead Job Description Basic Requirements Basic knowledge on Service Desk with written and oral communication skills. No certifications or in-depth Technical requirements are needed. Candidates to be having experience of International Voice Process background. About Job Profile Opening for Team Lead for a Top notch client Key accountabilities Handle Team and respond quickly to all queries and incidents. Manage incidents, including via telephone, Chat email. Documentation, recording updating incident details in CRM tool. Communication, alerting technical staff via assignments and escalating to Resolver group Support Classification, making an initial assessment into the nature of the incident, assessing the severity, impact and risk. Answering queries and resolution of straight forward incidents Escalation of unresolved cases to next level application specialist teams. Monitoring Tracking, reviewing the progress of an incident and keeping the customer informed. Closure, formally closing incidents. Initial review and evaluation of the case. Communicating major IT incidents to affected customers. 1st line application support and diagnosis Assisting the client with L1 and L1.5 Support activities Experience Team lead experience along with 1-4 years in Help Desk/Service Desk/ Tech support environment is desirable or similar profile from an International voice process. Knowledge Skills Fluent in English verbal and Nonverbal Excellent telephone skills Customer focused Ability to multi-task and prioritize workload Ability to adapt to continuously changing procedures and environment Team player with strong interpersonal skills