Lead Service Desk
3 weeks ago
ServiceDesk - Location Hyderabad INDIA Job Title Lead - ServiceDesk Account Admin Experience 10 - 12 Years OSI Digital is looking for service desk associate lead engineers having technical and operational skills in service desk management to support systems operational excellence while focusing on business user experience This position will have an opportunity to grow to the next level as Lead ServiceDesk Manager or IT Operations manager based on your experience skillset and performance Responsibilities Being part of the team to address Incidents and Service Requests reported by business users of 24 7 - 365 Days work environment Provide leadership and guidance to the service desk Account Admin team ensuring efficient and effective delivery of IT support services Oversee the resolution of incidents and service requests within defined service levels ensuring timely and accurate responses to customer inquiries Conduct regular performance evaluations for team members addressing any performance issues and recognizing achievements Create update end user guides ServiceDesk KB s and SOPs Prepare reports and metrics on service desk performance including incident trends customer satisfaction and team productivity Generate status reports consolidated IM reports to the ServiceDesk Manager Required Skills Excellent verbal and written communication skills with email etiquette and customer service skills 8 years of experience in handling end user calls Incidents service requests application Break fix Experience in AWSCitrix VDI AD O365 PowerShell Scripting VPN OneDrive MFA User device management authentication issues Working experience on latest RDP tools TV LogMeIn Bomgar Ticketing tools ITSM SNOW JIRA Preferable - ITIL best practices around ServiceDesk Incident Request Management procedures Ability to notify and escalate the issues based on Severity We are not looking for someone who is Never worked with international customers and technical support Never worked on end user computing issues onboarding offboarding on Active Directory Not flexible for 24x7 rotational shifts and not ready to work from office About OSI Digital OSI Digital was founded in 1993 in California and now has offices in the US Canada India Philippines Dubai and Australia Our client base ranges from start-ups to Fortune 500 corporations including Barnes Noble College Hyundai Toyota Gilead Allergan Yamaha Gap and Skechers OSI Digital has developed strong partner alliances with leading technology providers such as Salesforce Boomi Tableau Oracle Microsoft and Amazon Web Services
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