Service Desk Lead

4 days ago

Remote India Guggenheim Investments Full time ₹ 6,00,000 - ₹ 18,00,000 per year
Position SummaryResponsibilities Key Responsibilities:
  • Lead GI's team of India based IT service desk professionals, working closely with GI's Head of Service Desk & User Experience to manage, track, and improve team capabilities
  • Aid in the implementation & adherence to a "follow the sun" support model to support GI's 24/7 service desk
  • Oversee diagnosis and resolution of advanced technical issues escalated from Tier 1 and Tier 2 support, ensuring efficient problem-solving for computers, software, and network connections
  • Coordinate troubleshooting of complex application and custom system issues, guiding the team in best practices and escalation procedures
  • Ensure incidents related to desktop, mobile, remote access, and VPN are resolved according to service standards
  • Manage escalation of unresolved issues to Tier 3 or external support, maintaining seamless and timely handover processes
  • Act as the primary liaison between users, the service desk team, and higher-level support groups, communicating issue status and resolution details clearly
  • Monitor and track incidents using helpdesk tools to ensure compliance with service level agreements and performance metrics
  • Analyze recurring problems, identify root causes, and drive implementation of permanent solutions in collaboration with other IT teams
  • Assist in the oversight of user account management, permissions, and access requests, ensuring adherence to security policies
  • Delegate & administer password resets, multi-factor authentication, and access controls as required
  • Coordinate support for cloud-based applications, working with vendors and internal teams to manage updates and improvements
  • Maintain comprehensive documentation of solutions and best practices in the helpdesk knowledge base
  • Lead continuous improvement of documentation and training materials for the service desk
  • Set standards for high-quality customer service, professionalism, and clear communication within the team
  • Provide regular updates to users and internal stakeholders regarding incident progress and resolution
  • Support proactive monitoring of critical systems, identifying and addressing issues before they impact users
  • Champion implementation of automated solutions to reduce recurring incidents
  • Collaborate with other IT teams (network, infrastructure, security) to resolve complex technical challenges
  • Mentor, train, and develop Tier 1 and Tier 2 support staff, fostering a culture of continuous learning and skill enhancement
Qualifications

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