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First American
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Associate Lead- Service Desk

Associate Lead- Service Desk

First American

15 - 17 years

6 - 11 Lacs

bengaluru

Posted:21 hours ago| Platform:

Apply

Skills Required

ticketing change management networking back office lan incident management antivirus customer service troubleshooting

Work Mode

Work from Office

Job Type

Full Time

Job Description

Technical Description:

2-3 years of Voice based Service desk work experience in a business environment.
Address technical issues through Phone, E-mail, ESS, Voicemail, Chat and remote access.
To liaison between various teams such as change management, incident management and implementation, in accordance with schedules.
Must have knowledge in Support the following technologies: Office 365 Office suite, Windows 10 /11 desktops, laptops, printers, network copiers, NIC s, basic LAN/WAN connectivity and others as assigned.
Basic installation & troubleshooting knowledge on Windows 2012 and above server Operating system.
Technical skills related to Desktop Patch management, Software Installation and Basic Networking skills.
Knowledge on Installation, configuration and maintenance of regular updates of Antivirus.
Knowledge on domain and local system policies and group policies
Knowledge and Technical expertise on Work group/Domain/DNS /DHCP/AD/Exchange/O365.
Expert knowledge on ticketing tool with ITIL framework
Managing the complete Ticketing workflow
Assisting the Manager in IT Infrastructure projects
Basic Knowledge on the Network Infrastructure
Management of all Major Incidents in a shift
Knowledge on service operational reviews, ensuring SLA, KPI and other data/information is provided and assist with such reviews
Monitor adherence to SLAs - quality and timelines
Knowledge on Citrix /VDI environment/W365
Basic Scripting knowledge

Business and technical writing skills would be an added advantage.
Create SOP s, Process Documentation and create Knowledge Documents.
Should work in cohesion with Team and streamline the process gaps/ If any.
Capable of handling onsite leadership escalations and customer s escalations / feedbacks.
An excellent problem solver with strong analytical skills.
Optimize and automate daily operations
Active participation in hiring process (Interview and share feedback) for the selected candidates
People management and Team Building.
Experience providing superior customer service and support.
Experience working effectively in a team environment, communicating effectively, resolving issues efficiently, and contributing to the improvement of the IT Services and infrastructure.

Experience:

Excellent working knowledge with a range of 6 to 8 years in IT Operations/Service Desk/User Help desk support with a good understanding of Microsoft products [Outlook, Windows OS, installation procedures, troubleshooting knowledge in Microsoft office suite/O365] and administration of user accounts and access rights.

Key Competencies:

Help Desk profile with strong Analytical, Logical and Communication Skills (written, oral, one to one etc).
Professional, Innovative, Drive for continuous improvement, Positive attitude, proactively provides solutions.
Strong customer service and support focus with a desire to deliver a high quality customer focused service
Lead and prioritize the IT team s work load
Build and maintain effective working relationships with IT team and Internal Business Units
Optimize and automate daily operations

Soft Skills:

Excellent Communication Skills (Verbal/Written).
Should have good knowledge on new technologies
A logical thinker.
An excellent problem solver with strong analytical skills.

Educational Qualification and Experience:

Minimum of 15 years of formal education - Graduate / Post Graduate in Computer Science / Information Technology.

Professional work experience of 10-12 years

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