Job Description

Level

L2

Communication

Good

Email

Good

Experience Range

5-7 Years

Required Skills Set

Very Good Communication skill, Fluent in English,Very good skill in MS Excel, PPT, word,Ensure Daily Operations managed with excellence like call response TAT, quality of response by Helpdesk Agents, Ticket logging quality monitoring and improving, plan and prioritize calls based on criticality, assuring IMAC filled for all the case etc. , Assure No misbehave with users by team, regular audit of IVR calls and share the reports, Prepare and provide daily, weekly and Monthly MIS, Ensure tickets are closed within the given SLA.Team Leader must have excellent communication skills, soft skills, To ensure for proper hand over / take over process at the time of any of his team member joins / leaves Havells, Participate in Major Incident and problem management, Must resolve escalated calls informed by centralized helpdesk and resident engineer, as the same time responsible to make sure engineer are able to resolve calls

Salary Range

30000-40000

Qualification

Graduation,

Certification

Any Technical Certificate (e.g. Hardware Networking Course, Computer course, MCSE, CCNA)

Technical Question

Can you describe your leadership style and how you have successfully managed a service desk team in the past


How do you handle performance evaluations and provide constructive feedback to team members


What strategies do you use to motivate and engage your team, especially during peak times or challenging projects


How do you prioritize and delegate tasks to ensure your team meets its goals and service level agreements (SLAs)


Can you provide an example of a time when you had to resolve a conflict within your team
How did you handle it


What is your experience with the tools and technologies commonly used in a service desk environment, such as ITSM platforms (e.g., ServiceNow, JIRA)


Can you describe a particularly challenging technical issue you helped resolve
What was the issue and what steps did you take to solve it


How do you stay updated with the latest trends and technologies in IT service management


What is your approach to ensuring your team follows best practices in cybersecurity and data protection


How do you ensure your team provides excellent customer service, even under high-pressure situations


Can you give an example of a time when you had to handle a difficult or dissatisfied customer
How did you resolve the situation


What methods do you use to monitor and improve the quality of service provided by your team


How do you communicate complex technical issues to non-technical stakeholders or end-users


How do you approach troubleshooting and resolving recurring issues reported by end-users


Can you explain a process you have implemented that improved the efficiency of the service desk


What is your process for prioritizing incidents and service requests


How do you ensure that your team members are continuously developing their skills and knowledge


Can you describe a training program or initiative you've implemented to improve your team's performance


How do you handle onboarding new service desk team members


What key performance indicators (KPIs) do you monitor to assess the effectiveness of the service desk


Can you provide an example of how you used data and metrics to improve service desk performance


A critical system is down, and multiple users are affected. How would you manage the situation and communicate with stakeholders


A team member consistently fails to meet performance expectations. How would you address this issue


You receive a high-priority request from an executive that conflicts with current team workload. How do you handle the prioritization


An important software update is scheduled, and you anticipate a surge in service requests. How would you prepare your team


What is your vision for the service desk, and how do you plan to achieve it


How do you ensure the service desk aligns with the overall goals and strategy of the organization


Can you describe a time when you had to drive a significant change or improvement in your service desk
What was your approach and the result