Service Desk Manager
- Incedo
- 10 - 15 years
- Faridabad
- 3 days ago
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Job Description
Role & Responsibilities
- Lead and manage the Service Desk function for the account, ensuring high-quality support delivery and operational excellence.
- Drive and monitor Service Desk KPIs such as:
- Time to Respond
- Time to Resolve
- Productivity & SLA adherence
- Manage a team of 56 Service Desk engineers including:
- Team leadership
- Resource planning
- Productivity management
- Attrition handling
- Performance management
- Act as the primary point of contact for customers seeking technical assistance via phone, email, and chat support.
- Perform remote troubleshooting using diagnostic techniques and structured problem-solving approaches.
- Identify the best possible resolution based on issue analysis and customer inputs.
- Guide users through step-by-step troubleshooting and resolution processes.
- Escalate unresolved issues to the appropriate support teams while ensuring proper tracking and follow-up.
- Maintain accurate logs of incidents, service requests, troubleshooting steps, and resolutions.
- Provide timely updates and status communication to end users and stakeholders.
- Drive documentation, process optimization, automation initiatives, and productivity improvement programs.
- Provide cross-functional coordination and support across IT Infrastructure, Applications, and Operations teams.
- Manage and support 24x7 Service Desk operations.
Technical Skills Required
Strong experience in:
- IT Infrastructure Support
- Service Desk Operations
- Applications First-Level Support
- IT Operations Management
- Hands-on expertise in:
- Desktop/Laptop troubleshooting
- VDI (Virtual Desktop Infrastructure) troubleshooting
- Endpoint troubleshooting and support
- Networking and connectivity troubleshooting
- Domain-related issue resolution
- Active Directory administration and user management
- OS patching and endpoint update management
- MDM packaging, software deployment, and distribution
- Good understanding of: Servers, Storage, Virtualization, Networks, Firewalls
- Experience working with:
- Voice Support
- Chat Support
- Email-based Service Desk support
- Exposure to ITSM tools and ticketing platforms.
- Ability to work in fast-paced operational environments with strong troubleshooting capabilities.
Educational / Professional Qualification
- Graduation or equivalent degree.
- ITIL Certification is mandatory.
Job Classification
Industry: Financial ServicesFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: IncedoLocation(s): Faridabad+ View Contact
Keyskills: ITSM SLA monitoring Troubleshooting service desk support
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Incedo
Apollo Pharmacy is Indias largest pharmacy chain, operating over 5,000 retail outlets across the country. It offers a wide range of prescription and OTC medicines, wellness products, and healthcare services. As part of the Apollo Hospitals Group, it emphasizes quality, accessibility, and customer-ce...
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