SERVICE DESK TEAM LEAD

Overview

SERVICE DESK TEAM LEAD / SHIFT LEAD / HELPDESK TRACK LEAD

HCLTech Taguig, National Capital Region, Philippines

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Responsibilities

• Provide technical expertise to the help desk team
• Act as technical liaison between help desk and IM support groups
• Maintain technical skill continuity and consistency of help desk staff
• Ensure continuous improvement of services provided by the help desk
• Provide telephone support to customer end users
• Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and software into support by the HD
• Prepare the help desk staff to support new technology
• Maintain skills inventory of help desk analysts and Work Request Coordinators; evaluate technical skills
• Liaison between help desk and other groups on technical support issues
• Proactively work with other groups on normal process support issues
• Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process
• Update, organize, and create easy electronic access to all help desk documentation (manuals, scripts, processes, process flow charts, notification/escalation lists, weekly schedule, support documentation, etc.)
• Audit/monitor help desk analyst calls weekly using call recording tools, live barging, and incident logging tools
• Deliver technical feedback to analysts on monitors and maintain an analyst-wise tracker for call monitoring
• Develop processes to streamline the daily functioning of the help desk (work distribution, monitoring phone queue and email box, vendor management, user follow-up, closing tickets, maintaining front-end messaging)
• Assist help desk manager in analyzing help desk group and individual statistics
• Ensure implementation of Best Operating Practices (BOP) in the help desk and maintain knowledge through documentation updates
• Manage small help desk related projects and provide hardware, software, and network problem diagnosis and resolution via telephone for customer end users

Technical Requirements

• Phone support experience necessary
• Technical helpdesk or technical call center experience necessary
• Disciplined, systematic problem-solving skills
• Hands-on experience with: Windows operating systems
• Clients: Windows 7, Windows Vista, Windows XP, Windows 2000
• Servers: Windows 2000, Windows 2003, Windows 2008
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows native tools
• MS Office Suite (XP, 2003, 2007): Word, Excel, PowerPoint, Outlook, Project, Visio
• VPN and remote dial-in users
• Support for laptops, desktops, and printers
• PDA and BlackBerry support
• Other: Adobe Acrobat and common desktop applications (e.g., WinZip)

Soft Skills

• Excellent communication and conversation skills (verbal and written)
• Good working knowledge of MS Office (including MS Project and Visio)
• Strong customer handling skills
• Able to handle unforeseen situations
• High level of acceptance
• Ability to drive HCL’s value and its methodology

Other Skills / Experience

• Ability to learn new information quickly
• Ability to integrate as a cross-functional, team player
• Personal dedication to providing high quality, superior service
• Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call via pager during the week
• Ability to work flexible hours occasionally to cover for other help desk staff
• Technical expertise
• Interpersonal effectiveness
• Concern for order and quality

Years of Experience

• Total: 4-6 years experience in Help Desk, Information Management, or Customer Service delivery
• Relevant: 1-2 years of Shift Lead experience

Certification requirements

• Preferred MCP/MSCE/MSCA or HDI CSS
• ITIL knowledge of V2 or V3, especially on Service Desk, Incident, Problem, and Change Management (preferred)

Education requirements

Education requirements information not specified in the provided description.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Management
• Industries: IT Services and IT Consulting

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