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Service Desk Escalation Lead

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

India

Offer summary

Qualifications:

Bachelor's degree in IT or related field, Proven experience in service desk or IT support.

Key responsabilities:

Efficiently manage escalation process for support issues
Collaborate with teams to address complex issues
Train and mentor service desk staff on problem-solving
Drive process improvements and streamline incident resolution
Maintain clear communication channels during escalations

Dynamix TPE https://www.dynamixcloud.com/

11 - 50 Employees

See more Dynamix offers

Job description

Your mission

As a Service Desk Escalation Lead, you will be responsible for managing and overseeing The Escalation process for any Support Issue. This Includes prioritizing and assigning tickets, ensuring timely resolution, and collaborating with teams to address complex issues. A strong communication and problem-solving skills are crucial in this role.

Your profile

Key Responsibilities:

Efficiently handle and oversee the escalation of support issues to ensure timely resolution.
Â·Act as a point of contact for complex or high-priority incidents that are stuck and need escalation and to remove roadblocks, providing guidance and support to all Dynamix Support Teams.
Assist with ticket resolution and closure as needed when team members are out of the office and/or ticket queue is high.
Assist in training and mentoring service desk staff on effective problem-solving and escalation procedures.
Collaborate with team members (SD, FLS and NOC Teams) to address challenging issues and share expertise for continuous improvement.
Conduct thorough analysis of escalated incidents, identifying root causes, roadblocks and proposing preventative measures to enhance overall service desk efficiency.
Maintain clear communication channels with both internal teams and Customer POC, ensuring transparency and managing expectations (not limited to costs, timing or resource) during the escalation process.
Responsible for driving customer facing meetings or interaction as required for resolution on escalated/aging issues.
Create and update documentation related to escalation procedures, troubleshooting steps, and incident resolutions for future reference.
Drive, monitor and report on key performance indicators related to escalations, providing insights and recommendations for process improvements across the organization.
Collaborate with other teams, including internal teams and infrastructure, to streamline incident resolution processes and enhance overall IT service delivery.
Proactively identify opportunities for service desk process improvements, suggesting and implementing changes to optimize workflow and enhance customer satisfaction.

Requirements:

Bachelorâs degree in information technology or related field (or equivalent experience).
Proven experience in a service desk or IT support role, with a focus on escalation management.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal abilities.
Familiarity with IT service management tools and processes.
Leadership experience or demonstrated leadership qualities.

Why us?

Â Dynamix Work Environment and Benefits:

Remote work friendly
Great scope for further Learning and development
Indian holiday calendar with 5 additional personal days
Indian standard leave policy which includes Personal Time Off / Vacation / Sick Leaves / Time off to volunteer / Maternity Leave / Paternity Leave and various other types of leaves included
Yearly work from home allowance, performance reviews and variable pay
Mobile and internet allowance
Family medical insurance
Lucrative pay package on par with industry standards and matching your skill & experience.
Continuous Learning and Development on life skills & career skills.
You will join a fast-growing scale up with a lot of opportunities to develop yourself within the company.
You will join a diverse and international team across 3 continents.
You will work in a fun and informal environment.
We are a flexible and remote friendly company.

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About us

We are a team of seasoned engineers, strategists, and business rock stars who excel in solving complex puzzles. With over a decade of experience in the IT industry, we have been producing and designing innovative full-stack technology services and communication solutions that help companies achieve their goals.

Our global presence spans across multiple countries, including The United States, India, The Philippines, and the Netherlands. We have successfully provided our services in over 55 countries, delivering exceptional solutions that are as smart as they are effective.

We understand the value of technology and how it can transform businesses. Thatâs why we work closely with our customers to understand their unique needs and deliver tailor-made solutions that exceed expectations.