Associate

**Associate**:

- Chennai
- 2.5-5 Years
- INDIA

**Job Description (Posting).**
- Division/Department DWP HDU
- Location List PRF #
- Job Title HELPDESK SHIFT LEAD
- Reports to No of position Shift Lead
-:

- Stream : SERVICE DESK Type of position: Service Desk - L2 Agent\\ Shift Lead
- Title Specialist
- Level of SD Admin N/A
- General Description
- Responsibilities:

- 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 circumvention's.- support teams and follow up until closure.
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution,
- and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
- Perform user account management activities
- Escalate complex problem to appropriate support specialists
- Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,
- presentation graphics, database management systems, electronic mail, and communications)
- Troubleshoot client software and basic network connectivity problems
- Identify, evaluate and prioritize customer problems and complaints
- May train users and operators on a limited basis and/or may write training procedures
- Participate in on-going training and departmental development
- Routine maintenance updates with other IT staff and business units
- Provide all required documentation including standards, configurations and diagrams
- Provide knowledge transfer of EUC operations
- Provide technical expertise to the help desk team
- Act as technical liaison between help desk and IM support groups
- Maintain technical skill continuity and consistency of help desk staff
- Ensure continuous improvement of services provided by the help desk
- Provide telephone support to customer end users
- Provide Problem Management System support activities
- Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD
- Includes preparation of help desk staff to support new technology
- Maintain skills inventory of help desk analysts and Work Request Co-ordinators:

- Evaluate technical skills
- Develop and maintain Training Plan
- Liaison between help desk and other groups on technical support issues:

- Proactively work with other groups on normal process support issues
- Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or
- other exceptions from the normal process
- Update, organise,create an easy electronic access to all help desk documentation, including manuals,scripts,processes,process flow charts,
- Notification Escalation l

**Qualification**
- B-Tech

**No. of Positions**
- 1

**Skill (Primary)**
- DWP-USS-SERVICE DESK

**Auto req ID**
- 1389054BR