Service Desk Engineer

This requirement is Virtual interview, for Service Desk L2 and L3 Engineer. Candidate who is available to relocate Pune and Thiruvananthapuram alone can apply. Responsibilities Manage the help desk team and evaluate performance. Maintain strong relationships with distributed support groups and coordinating / assisting support efforts enterprise wide. Ensure customer service is timely and accurate daily. Manage SLAs, Metrics, and KPIs Recruit, train and support help desk representatives and technicians Take first level escalation. Set specific customer service standards. Contribute to improving customer support by actively responding to queries and handling complaints Establish best practices through the entire technical support process Follow up with customers to identify areas of improvement Develop daily, weekly and monthly reports on help desk teams productivity Provide customer feedback to the appropriate internal teams, like product developers Requirements Proven work experience as a Service Desk Lead Hands on experience with help desk and remote-control applications Solid technical background with an ability to give instructions to a non-technical audience Customer-service oriented with a problem-solving attitude Excellent written and verbal communications skills Team management skills BSc degree in Computer Science, Information Technology or relevant field