Service Desk Shift Lead

Roles and 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
• Provide Problem Management System support activities
• Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD
• Includes preparation of 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, create an easy electronic access to all help desk documentation, including manuals, scripts, processes, process flow charts, notification Escalation list, help desk weekly schedule, support documentation, etc.
• Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool.
• Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out.
• Develop processes to streamline the daily functioning of the help desk including:
• Work distribution, Monitoring phone queue and email box, Vendor management and follow-up, User follow-up. Closing tickets, Maintaining front end message. Work closely with help desk manager to implement technical action items related to the help desk.
• Assist help desk manager in analyzing help desk group and individual statistics:
• - Ensure implementation of BOP (Best Operating Practices) in the help desk. Establish communication link with other zones relative to technical and support environment. Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process.
• - Manage small help desk related projects. Backup help desk Manager when help desk Manager is out. Documentation of help desk processes. Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end users.

Technical Requirements

• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Hands-on work experience with the following:
• Windows Operating systems
• Clients: Windows7, 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
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• Internet browsers (e.g. Explorer, Chrome, Firefox)
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• PDA and blackberry support
• Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Soft Skills

• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills
• Good working knowledge of MS OFFICE (Including MS Project and Visio)
• Should have a great customer handling skills
• Able to handle unforeseen situations
• High level of acceptance
• Can 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 from time to time to cover for other help desk staff and to be on call via pager during the week
• Customer Focus
• Teamwork
• 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 field

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

Bachelors / Masters / Equivalent

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