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Service Desk Lead

2 months ago

Bengaluru, India SMC Squared India Full time

Essential Duties and Responsibilities:


  • Provide end user support via phone, email, and chat to support business users get back to functioning smoothly
  • Utilize Service Desk software to log, maintain and close tickets as required
  • Technical understanding and ability to resolve issues with laptop / desktop / Citrix end user platforms
  • Technical understanding and ability to resolve issues with desktop software, Outlook, Microsoft business software, Adobe, internet browser support, etc.
  • Follow prescribed service processes and procedures to successfully handle customer interactions
  • Work within service levels established by the IT Service Desk
  • Maintain Service Desk knowledge base to provide up to date information for all Service Desk Analysts
  • Escalate issues as they arise to management for support
  • Work cooperatively and collaboratively with other team members


Skills/Experience Requirements

2+ years’ experience working in a IT Service Desk environment

Ability to provide technical guidance in a clear and concise manner

Problem solving and troubleshooting skills with the ability to exercise mature judgment

Highly organized, process oriented

Broad understanding of IT services and hardware /

Good interpersonal communication skills (verbal and written) to support a team environment