Service Desk Team Lead

6 hours ago

Taguig, Philippines HCLTech Full time

HCLTech Taguig, National Capital Region, Philippines

Service Desk Team Lead

100% onsite in McKinley Hill, Taguig City, Philippines | Graveyard Shift or Shifting Schedule

About This Role:

As a Service Desk Team Leader, you manage a team of Service Desk Analysts, and you are responsible for overseeing the day-to-day effectiveness of service provision and ensuring that targets are met. You also supervise the activities of all the members to ensure that they deliver excellent customer service, and provide customer guidance.

Qualifications:

  • With at least 2 years of experience as Service Desk Team Leader or any relevant roles.
  • To provide support for on call escalations and doing root cause analysis of given issue.
  • To independently resolve tickets within agreed SLA of ticket volume and time.
  • To adhere to quality standards, regulatory requirements and company policies.
  • Work on value adding activities such Knowledge base update & management, Training freshers, coaching.

Primary Duties and Responsibilities:

  • Provide hardware / software / network problem diagnosis / resolution via telephone, email, or chat for customer’s end users.
  • Route problems to internal 2nd and 3rd level IT support staff.
  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
  • Administer and provide User account provisioning.
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
  • Provide level 1 remote desktop support and perform other activities based on SOPs.
  • Perform user account management activities.
  • Should have hands on experience windows based client operating systems like windows 7, vista, XP Knowledge on server, Network, storage and other IT Infrastructure devices
  • Knowledge of Active directory, exchange Knowledge in ITSM tools like service now, Remedy and etc.
  • Support knowledge on laptop, desktop, printers PDA, blackberry.
  • Escalate complex problem to appropriate support specialists.
  • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
  • Troubleshoot client software and basic network connectivity problems.
  • Identify, evaluate and prioritize customer problems and complaints.
  • May train users and operators on a limited basis and/or may write training procedures.
  • Participate in on-going training and departmental development.
  • Routine maintenance updates with other IT staff and business units.
  • Provide all required documentation including standards, configurations and diagrams.
  • Provide knowledge transfer of EUC operations.
  • Should have strong verbal / written communication.
  • Excellent interpersonal skills with the ability to influence both I.T. and the business.

What We Offer:

  • Opportunity for career growth
  • Highly competitive and flexible package salary
  • HMO Benefits since Day 1 (including up to 3 dependents)
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