- Responsible for supporting, coaching, developing, mentoring and directing a team of Service Desk Team Leader both Tier 1 and Tier 2 and ensuring that all metrics are met- Guide individuals toward goal achievement using negotiation, teamwork / collaboration, motivation and staff development skills including the ability to act as a role model within the organization- Perform Performance Appraisal from Monthly to Yearly - Analyze and improve client processes and ensure company policies are met- Monitor Real Time and Phone and Ticket SLA, Ad Hoc Reports and shift management - Monitoring/reviewing daily SD open cases and provide actions to address issues with backlog cases - Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization - Manage the escalation management team which includes the incident owner, problem owner, and other professionals in the specified area of expertise - Establishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring the consumer satisfaction throughout the escalation process - Initiating hierarchical escalation process as per the incident management process, including senior authorities and asking for their support, if the need arises - Updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly- Informing the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policy

• Support for basic incident resolution and request reported to the Service Desk• Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components

• Troubleshoot Desktops computers hardware and software problems• Provide assistance and support to level 1 technical support representatives • Handles escalations• Quality audits for level 1 technical support representatives • Conduct training for account policies and new products • Analyze individual metrics of level 1 technical support representative on where to improve