Service Desk Lead
Accenture
Posted on Aug 25, 2025
Project Role : Service Desk Lead
Project Role Description : Oversee first-level technical support, ensure incidents and service requests are documented, tracked, and resolved within SLA. Manage scheduling coverage, set operational goals, and keep the team updated with necessary customer-specific knowledge. Maintain efficient service desk operations.
Must have skills : SAP HCM Payroll
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: As a Service Desk Lead, you will oversee first-level technical support, ensuring that incidents and service requests are documented, tracked, and resolved within service level agreements. Your typical day will involve managing the scheduling coverage for the team, setting operational goals, and ensuring that the team is equipped with the necessary customer-specific knowledge to maintain efficient service desk operations. You will also be responsible for fostering a collaborative environment that encourages team engagement and continuous improvement in service delivery. Roles & Responsibilities: - Expected to be an SME. - Collaborate and manage the team to perform. - Responsible for team decisions. - Engage with multiple teams and contribute on key decisions. - Provide solutions to problems for their immediate team and across multiple teams. - Monitor team performance metrics and implement strategies for improvement. - Facilitate training sessions to enhance team skills and knowledge. Professional & Technical Skills: - Must To Have Skills: Proficiency in SAP HCM Payroll. - Good To Have Skills: Experience with SAP SuccessFactors. - Strong understanding of payroll processing and compliance regulations. - Familiarity with service desk software and ticketing systems. - Ability to analyze data and generate reports for management review. Additional Information: - The candidate should have minimum 5 years of experience in SAP HCM Payroll. - This position is based in Mumbai. - A 15 years full time education is required.15 years full time education
Project Role Description : Oversee first-level technical support, ensure incidents and service requests are documented, tracked, and resolved within SLA. Manage scheduling coverage, set operational goals, and keep the team updated with necessary customer-specific knowledge. Maintain efficient service desk operations.
Must have skills : SAP HCM Payroll
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: As a Service Desk Lead, you will oversee first-level technical support, ensuring that incidents and service requests are documented, tracked, and resolved within service level agreements. Your typical day will involve managing the scheduling coverage for the team, setting operational goals, and ensuring that the team is equipped with the necessary customer-specific knowledge to maintain efficient service desk operations. You will also be responsible for fostering a collaborative environment that encourages team engagement and continuous improvement in service delivery. Roles & Responsibilities: - Expected to be an SME. - Collaborate and manage the team to perform. - Responsible for team decisions. - Engage with multiple teams and contribute on key decisions. - Provide solutions to problems for their immediate team and across multiple teams. - Monitor team performance metrics and implement strategies for improvement. - Facilitate training sessions to enhance team skills and knowledge. Professional & Technical Skills: - Must To Have Skills: Proficiency in SAP HCM Payroll. - Good To Have Skills: Experience with SAP SuccessFactors. - Strong understanding of payroll processing and compliance regulations. - Familiarity with service desk software and ticketing systems. - Ability to analyze data and generate reports for management review. Additional Information: - The candidate should have minimum 5 years of experience in SAP HCM Payroll. - This position is based in Mumbai. - A 15 years full time education is required.15 years full time education
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