Shift Lead – Service Desk | IT Support Lead | Patna
Job Description
Summary
Are you an experienced Shift Lead or Service Desk Lead with strong expertise in IT support and bilingual communication skills? Join HCLTech in Patna as a Shift Lead responsible for driving team performance, managing operational efficiency, and ensuring excellent customer satisfaction through timely resolution of escalations and SLA compliance. This role demands proficiency in English and Arabic communication, solid knowledge of Windows operating systems, and hands-on experience with attendance management and ITSM platforms. Elevate your career by leading a dynamic service desk team focused on continuous improvement and customer-first service delivery.
Job Details at a Glance
| Job Title | Shift Lead – Service Desk |
|---|---|
| Location | Patna, Bihar, India |
| Experience Required | Not Specified (Preferably with prior team lead experience) |
| Education Qualification | Any relevant technical degree or diploma |
| Primary Skills | Service Desk Operations, ITSM Platforms, Windows OS Support |
| Secondary Skills | Attendance Management, Bilingual (English & Arabic) |
| Shift | Rotational / Shift-based |
| Positions Available | 1 |
Key Responsibilities
- Lead and manage service desk operations by monitoring call and chat responses in both English and Arabic, ensuring adherence to SLA targets.
- Oversee team attendance, leave management, breaks, and shift scheduling to maintain optimal staffing and resource allocation.
- Conduct ad-hoc data analyses and participate in SIP (Service Improvement Plan) activities using Windows tools to provide actionable insights for infrastructure and process enhancements.
- Quickly resolve escalated issues while maintaining compliance with quality standards and delivering a seamless customer experience.
- Collect, analyze, and act upon customer feedback to improve satisfaction scores and service delivery.
- Maintain and update the knowledge base with accurate documentation and share learnings to boost team performance and operational effectiveness.
Required Skills & Qualifications
- Excellent bilingual communication skills in English and Arabic for effective team and customer interactions.
- Strong working knowledge of Windows operating systems and related support tools.
- Familiarity with attendance and leave management systems.
- Basic understanding of data analysis and infrastructure management processes.
- Experience working with IT Service Management (ITSM) platforms.
- Optional but preferred: ITIL Foundation certification or equivalent.
Why Join HCLTech?
Join a global leader in technology and innovation, where you will be part of a diverse workforce committed to driving progress for clients worldwide. HCLTech fosters a culture of continuous learning, inclusion, and responsible innovation with a strong focus on sustainability and ESG initiatives. Grow your career in an environment that values your expertise and supports your professional development.
Learn more at: www.hcltech.com
Apply Now
Ready to lead a high-performing service desk team as a Shift Lead in Patna? Don’t miss the chance to work with HCLTech’s cutting-edge technology services.