Service Desk Lead - IT Infrastructure and End-User Support

As a Service Desk Lead at WNS, part of Capgemini, you will be responsible for managing global service desk operations with deep technical expertise in IT infrastructure, ITSM platforms, and enterprise end-user services. Your role will involve the following key responsibilities: - Proven ability to manage 24x7 service desk operations, drive ITIL-based service delivery, and leverage reporting, automation, and security tools to improve service performance and user experience. - Rigorous monitoring of Omni channel platform for calls/ mails/ chats to maintain quality and availability. - Providing frontline support to the users via joint calls with functional SMEs for prompt solutions. - Managing end user escalations to ensure issues are addressed with a logical conclusion. - Coordinating with Incident Management and SolarWinds team to assist during severities whenever required. - Managing and troubleshooting issues on the dedicated 247 bridge. - Driving functional team performance to maintain SLA deliverables. - Creating a conducive and stimulating setting for Service Desk team members to accomplish their targets. - Monitoring Service Desk dashboards. - Facilitating cross-geographical communications for end users and end user computing groups. - Managing overall response and resolution for Enterprise IT. - Interviewing potential candidates and hiring backfills for IT SD. - Escalation management of dedicated helpdesk. Qualifications required for this role include being a Graduate with at least 4 to 8 years of experience at a senior level. As a Service Desk Lead at WNS, part of Capgemini, you will be responsible for managing global service desk operations with deep technical expertise in IT infrastructure, ITSM platforms, and enterprise end-user services. Your role will involve the following key responsibilities: - Proven ability to manage 24x7 service desk operations, drive ITIL-based service delivery, and leverage reporting, automation, and security tools to improve service performance and user experience. - Rigorous monitoring of Omni channel platform for calls/ mails/ chats to maintain quality and availability. - Providing frontline support to the users via joint calls with functional SMEs for prompt solutions. - Managing end user escalations to ensure issues are addressed with a logical conclusion. - Coordinating with Incident Management and SolarWinds team to assist during severities whenever required. - Managing and troubleshooting issues on the dedicated 247 bridge. - Driving functional team performance to maintain SLA deliverables. - Creating a conducive and stimulating setting for Service Desk team members to accomplish their targets. - Monitoring Service Desk dashboards. - Facilitating cross-geographical communications for end users and end user computing groups. - Managing overall response and resolution for Enterprise IT. - Interviewing potential candidates and hiring backfills for IT SD. - Escalation management of dedicated helpdesk. Qualifications required for this role include being a Graduate with at least 4 to 8 years of experience at a senior level.