Job Description

Ready to take your Service Desk career to the next level?

ESP Global Services is seeking a skilled

Service Desk Shift Lead

with

2 years of hands-on

experience

. The role is to lead the Shift Team's performance, productivity, utilisation, and workloads across all roles, ensuring that all contractual service levels are achieved, and high levels of customer satisfaction are maintained.

Key Responsibilities

To lead the Shift Team's performance, productivity, utilisation, and workloads, ensuring that all contractual service levels are achieved, and high levels of customer satisfaction are maintained.

Provide supervision, coaching and mentoring to all members of the shift team, carrying out monthly 121s and working with the Quality Management Team to address areas for improvement and recognising outstanding performance, and providing written feedback to the Service Desk Manager.

Act as a role model and coach to all members of the shift team, leading by example, to demonstrate high standards of performance and customer service.

Manage the balance of resources across the shift, ensuring that workloads / tickets are correctly prioritised and break-time cover is scheduled appropriately to ensure that all Service Desk tasks are appropriately resourced to achieve contractual SLAs.

Act as the initial point of contact for all on-shift staff with the aim of reducing the need for escalation to the Global Service Desk Manager. Act as the initial point of escalation for customers queries and complaints where these cannot be managed by the Service Desk shift. Manage all high priority calls and Major Incidents for P1's, P2's or escalations during the shift; ensuring customer specific processes are followed and timely escalations are in line with process. Conduct a detailed handover at the start and end of every shift to enable the next shift team to continue call management in the most efficient way and provide seamless support to the customer. Pro-actively carry out ticket management in a priority order, with the goal of reducing tickets that are "in jeopardy" of breaching contractual obligations as well as managing customer expectations and act as the first point of internal escalation to facilitate a speedy resolution within the Shift Team.

Conduct queue management to ensure all tickets are assigned quickly and accurately to ensure contractual response SLAs are met. Utilise and update the ESP Knowledge Base to maximise the speed of resolution and improve customer satisfaction. Minimum of 2 years' Managed Service Desk experience required.

ITIL Foundation awareness.

Strong knowledge and understanding of IT Service Management ticket management systems. Results focused with ability to measure, analyse, and drive performance against KPIs.

Detailed, methodical, and logical approach to problem solving.

Able to quickly digest data, analyse issues, devise, and execute action plans as appropriate.

Excellent written and verbal communication skills

Who Are We?

ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992. Expertly managed by a dedicated service delivery team, we deliver day-to-day support via on-site engineers, responsive visiting engineers, and multi-lingual service desk coordination--managing thousands of tickets every day for more than 200 customers worldwide.



Our customer-centric, ITIL-aligned, and ISO-accredited approach makes us a trusted partner in fast-paced, evolving industries.



We are a global community of exceptional people working with one vision:

to exceed expectations and delight customers every time

.



ESP Global Services is proud to be an

equal opportunity employer

.

Immediate joiners in Pune preferred. Apply today and be part of our transformation journey!