Service Desk Team Lead
2 weeks ago
Role specific responsibilities:
- Managing first line technical service desk to respond to end user incidents and queries via email and phone.
- 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.
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions and work around.
- Voice support experience necessary.
- ITIL knowledge of V2 or V3, especially on Service Desk, Incident, Problem, and Change Management.
- 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 (Windows 7, Windows Vista, Windows XP, Windows 2000).
- Servers: Windows 2000, Windows 2003, Windows 2008.
- Knowledge of Active Directory, Exchange 2003/2007.
- Worked on ITSM ticketing tools such as Service Now, JIRA, Remedy, etc.
- 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 laptops, desktops, and printers.
Other Skills/Experiences:
- Call monitoring through internal monitoring systems.
- Maintain ongoing communication of incident updates to client provided by 2nd and 3rd line support teams.
- Maintain the ticket dashboards, ensuring incidents are set to the correct priority, state, and are within SLA for response and resolution.
- Contribute to improving service by actively responding to user queries and handling escalations.
- Develop daily, weekly, and monthly reports on help desk team's productivity.
- Ensuring customer service is timely and accurate on a daily basis.
- Training and supporting help desk representatives and technicians.
- Communicating clearly and effectively with internal colleagues being supported, owning issues through to satisfactory resolution and closure.
- Attend and participate in daily stand-ups and Change Advisory Board meetings.
- Monitor call handling & closure by Service Desk team and ensure all queries are resolved as per defined TAT.
- Analyze escalations, develop RCA & find preventative solutions. Analyze CSAT ratings provided for resolved tickets, take corrective & preventive action.
- ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management is preferred.
- 5-8 Years of relevant experience is required.
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