Service Desk Lead

6 days ago

Chennai, India LTIMindtree Full time

Role – ServiceDesk Lead

Experience: 5 to 7 years

Location: Coimbatore, Mumbai , Chennai , Bangalore and Hyderabad

Job Description

· Responsible for managing daily operations of the Service Desk managing Service Desk team representing team to other stakeholders and helping to ensure that Service Desk is constantly developing and improving

· Ensuring customer service is timely and accurate on daily basis

· Recruiting training and supporting service desk technicians

· Advanced Troubleshooting: Resolve complex issues that require in-depth technical knowledge and cannot be resolved by L1 or L2 support.

· Problem Management: Conduct root cause analysis for high-impact incidents, implementing permanent fixes to prevent recurrence.

· System Maintenance and Upgrades: Perform regular system checks, updates, and upgrades, ensuring optimal system performance.

· Escalation to Vendors: Liaise with external vendors and third-party support teams for issues that require specialized expertise.

· Knowledge Sharing and Mentoring: Support L1 and L2 teams with advanced knowledge transfer, training, and documentation of complex issue resolutions.

Mandatory Leaf Skills

· Technical Skills: Strong expertise in operating systems (Windows, Mac), network configurations, Monitoring, End user Analytics, M365 Fundamental

· Soft Skills: Excellent analytical skills, attention to detail, ability to work under pressure, and strong collaboration skills. Upskilling Tracks - Train on any two skills

· Azure Infra Service

· Backup Basic like One Drive, Windows Backup

· M365 Advance · JAMF Pro Useful Certifications

· Certifications: ITIL Practitioner

· CompTIA Network+, Microsoft Certified: Azure Administrator, or other relevant certifications. (Optional)

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