
Service Desk Lead
12 hours ago
Job Title:
Service Desk Team Lead
Technology Tower:
Service Desk
Tower Description
The Service Desk Team Lead leads a team of Service Desk Agents. He / She should maintain Accurate recording and tracking of customer requests. Adherence to SLAs on team level. Performance of the team.
Desired Candidate Profile:
Key Skills Required:
- IT Service Desk experience 3-5yrs
- Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)
- Understanding of Windows 7 & 10 operating system
- Assisting with configuring/troubleshooting of Software and Hardware
- Experience working with ServiceNow to log, track, close tickets
- Experience in resolving IT issues via phone/email/chat
- Excellent telephone etiquettes and customer service
- Excellent troubleshooting skills
- Knowledge of Microsoft based operating systems with emphasis on Windows X
- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
- Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
- Basic understanding of PC hardware set-up and configuration.
- Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
- Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
- Willingness to work in 9 x 5 support environment including working on Weekends and Holidays.
- Excellent time management skills and ability to work under pressure
- Continuous commitment to professional development
Key Accountabilities:
- Monitors open tickets for service level breaches
- Identifies potentially major problems
- Uses established procedures, guidelines, and standards
- Responds to changing business needs by recommending new ways to handle new issues
- Monitors the direction of appropriate incident tracking processes to be followed by team
- Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure
- Conducts leave and resource management for each queue
- Handles escalated calls
- Implements SIP and CIP
- Conducts quality audits, coaches, and mentors the team members
- Prepares Materials for: Escalation calls thrice a week, Low CSAT calls twice a week, Help File calls, Incident Management calls, and First Call Fix exception calls
- Attends the monthly quality meeting and Service Now Remedy Resolver Group Team Leads
Language Requirement (Read, Write, Speak) & Proficiency:
Proficient in Mandarin and English (Read + Write + Speak)
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