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5 Xceedance Jobs

Service Desk Engineer - Lead

5-10 years

₹ 5.5 - 9.5L/yr

Gurgaon / Gurugram

1 vacancy

Service Desk Engineer - Lead

Xceedance

posted 27d ago

Job Description

Job Responsibilities ( Senior Service Desk)

  • Lead and mentor a team of service desk technicians, providing guidance on technical issues.
  • Oversee the day-to-day operations of the service desk, ensuring SLAs are met for response and resolution times.
  • Act as an escalation point for complex technical issues, providing advanced troubleshooting support.
  • Conduct regular performance reviews, monitor team metrics, and provide feedback to ensure continuous improvement.
  • Ensure service desk processes and procedures are followed, driving adherence to ITIL (Information Technology Infrastructure Library) best practices.
  • Analyse and report on service desk performance, using metrics such as ticket volume, resolution times, and user satisfaction.
  • Manage and prioritize incoming service desk requests, incidents, and escalations in line with business-critical priorities.
  • Ensure a high level of customer satisfaction through prompt, courteous, and effective communication with users.
  • Manage stakeholder expectations and ensure regular updates are provided for ongoing issues or projects.

Provide end-user training and support documentation, as necessary Role & responsibilities



Preferred candidate profile



Perks and benefits




Employment Type: Full Time, Permanent

Read full job description

Prepare for Service Desk Engineer roles with real interview advice

Top Xceedance Service Desk Engineer Interview Questions

Q1. How will you determine the factors can be considered as risk while insuring a bike?
Q2. You're given two identical wires. They got take 1 hour to burn. How will you calculate 45 minutes?
Q3. Why Risk Analyst in CAT Modelling Domain and not higher studies
View all 39 questions

What people at Xceedance are saying

What Xceedance employees are saying about work life

based on 687 employees
70%
94%
83%
98%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

Xceedance Benefits

Work From Home
Health Insurance
Soft Skill Training
Job Training
Cafeteria
Team Outings +6 more
View more benefits

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