Lead - Service Desk

Job Profile

Experience :2+ Years

Location

Work mode

Inviting applications for the role of Consultant Service Desk
In this role, you would be providing Level 1 support in Technical/Service desk support.

Responsibilities
•    Level 1 support services with experience in Technical/Service desk support•    Incident Management Including registration, routing, tracking and closure of Incidents into the Ticketing System.•    Perform troubleshooting activities on operating systems and applications including, by way of examples but not limited to:o    MS Operating Systemso    Productivity Suites MS Office (earlier as well as later versions)o    All commonly available "Off the Shelf" applications.o    Handle tickets related to IE, Network, VPN and related issues.o    Basic troubleshooting of PCs, printers, scanners and fax machines.o    Troubleshoot incidents on mobile devices like Android and iPhone.o    Comprehend the issue, search in Knowledge Management tool and communicate/narrate effectively.o    Windows Live meetings•    Facilitate Service Requests such as IMACs and dispatch to appropriate resolver group within the organization or a third-party vendor pursuant to the Standard Operating Procedures for resolution.•    Prepare daily reports; enter tickets and/or update the Service Desk ticket tracking management software.•    Interact with all the appropriate departments within IT in order to identify problems and/or restore the service.•    Document and maintain IT Service Desk related Standard Operating Procedures.•    Maintain the appropriate service level agreement (SLA) on all tickets.•    Accurately classify and document incidents and service requests.  •    Monitor and address tickets coming through self-service portal.•    Establish and maintain excellent rapport with external customers.•    Provide end-to-end user support by following up with end user to confirm the ticket resolution/closure.

Qualifications we seek in you!
Minimum Qualifications

•     College diploma or university degree in the field of computer science.
  •    Previous Service Desk experience in PC software and hardware support in a corporate environment. •    Familiar with ITIL framework.•    Beginning to intermediate knowledge of administration and troubleshooting of Microsoft Operating Systems viz. Windows 7, Windows 8 and Windows 10.•    Beginning to intermediate knowledge of installation and troubleshooting of the following software suites: Adobe, Microsoft Office and other productivity suites. •    Expertise in Active Directory administration, including creation of domain/exchange accounts.•    Excellent troubleshooting skills. •    Good interpersonal skills and attention to customer service.•    Ability to work effectively in a fast-paced environment. •    Ability to communicate effectively.•    Ability to effectively prioritize incidents and service requests.•    Ability to work in flexible hours based on business demands and on-call support in off business hours and on weekends, as necessary. •    Good written and presentation / verbal communication skills Preferred Qualifications/ Skills
•     Good analytical and problem-solving ability, interpersonal efficiency, and positive attitude 
  •    Experience managing a span of 15 to 20 Agents in a Service Desk Environment            •    Experience with tools like Remedy / Service Now a plus            •    Quality Certification a Plus            •    People metrics and management            •    Stakeholder management is key requirement, understanding the scope to work towards improvements    •    Managing Reporting            •    Understanding of Metrics/KPI's and SLA's            •    Excellent interpersonal and communication skills