IT Service Desk Lead
4 weeks ago
Role: IT Service Desk Lead
Location: Bangalore (Hybrid Mode)
Experience Range: 7-12 Years
Required skills & Responsibilities:
- 7+ years of experience working in Service Desk as Lead/Manager in a fast-paced environment.
- Subject matter expert in ITIL V3 or V4 service management with a proven background in Service Desk, Incident, Problem, and Change Management
- Technical understanding and hands-on experience on Windows, Linux, Server, Firewall and switches, backup & storage, GAM, DNS, O365, VMWare, Network Protocols, WAPs
- Manage the day to day operations of the 24/7 Global Service Desk team, working across multiple geographical locations providing phone, email, and chat
- Drive and ensure success on Preventative Audits and drive RCA accuracy and initiate Service Improvement for proactive fixing of issues in future.
- Ensuring Service & Quality Assurance objectives are successfully met
- Provide hardware / software / network problem diagnosis
- SLA Mgmt. Ticketing tools mgmt.. MS-office proficiency.
- Manage L1, L2 on shift management, SLA mgmt., trainings, access and oversee the daily performance of IT service requests, incidents, and problems.
- Oversee team schedules and resource capacity for each shift.
- Building Knowledge management
- To provide reports to an agreed schedule (or on request), including management and account performance reports.
- Develop and maintain detailed runbooks and crisis management protocols to ensure quick response and resolution of incidents.
- Knowledge of current IT and cybersecurity trends and best practices.
- Monitor service desk performance metrics and KPIs to identify trends, areas for improvement, and opportunities for optimization and operational efficiency.
- Manage service desk queues, escalate appropriately, managing incidents and service requests.
- Manage process for communicating outage/emergency activities to the organization.
- Maintain and improve all Service desk processes and documentation including Service catalogue, SOP’s and work instructions.
- Review all work of the Service Desk agents, and perform quality checks on service desk agent’s adherence to processes.
Array
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