Service engineer

Job Description – Team Leader (Service Desk)

Position

Team Leader – Service Desk

Job Details

• Experience: 1–2 Years

• Location: Hinjewadi, Pune

• Qualification: Graduate/Diploma in IT, Computer Science, or a related field

• Salary: ₹28,000 – ₹30,000 CTC per month

• Language: Good English communication and speaking skills

Job Responsibilities

• Manage and supervise the L1/L2 Service Desk team.

• Monitor and manage daily incidents and service requests.

• Ensure timely resolution of tickets within defined SLA timelines.

• Handle and coordinate P1/P2 critical incidents and escalations.

• Assign tickets to team members based on priority, workload, and technical skills.

• Provide technical guidance and support to Service Desk engineers.

• Troubleshoot issues related to Windows, Active Directory, Networking, Hardware, Outlook, Microsoft 365, and Teams.

• Monitor ticket backlog, ageing, and pending issues.

• Coordinate with Network, Server, Application, and Security teams for escalated issues.

• Prepare and maintain daily/weekly MIS and Service Desk reports.

• Monitor team performance, productivity, and SLA compliance.

• Ensure proper ticket documentation and timely closure.

• Maintain effective communication with users, stakeholders, and clients.

• Follow ITIL processes and Service Desk best practices.

• Conduct regular team meetings, knowledge-sharing sessions, and training.

• Identify recurring issues and coordinate with the relevant teams for permanent resolution.

Key Skills

• Service Desk / IT Helpdesk Management

• Incident & Service Request Management

• SLA & Escalation Management

• Windows & Active Directory

• Microsoft 365, Outlook & Teams

• Basic Networking & Hardware Troubleshooting

• ITIL Process Knowledge

• Team Handling & Leadership

• Good Communication and Problem-Solving Skills

• It is a Full Time IT / Software / Data Analyst job for candidates with 1 - 2 years of experience.