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Axiom Technologies
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Service Desk Lead

Service Desk Lead

Axiom Technologies

7 - 12 years

9 - 14 Lacs

pune

Posted:-1 days ago| Platform:

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Skills Required

it services service delivery service desk voice support active directory windows continuous improvement ms office office 365 service desk lead

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are looking for the capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organisations desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

Experience in a similar role

ob description

Perform in close coordination with the idevice/GO/Citrix engineering team and various groups on issues potentially related to Servers, Active Directory, networks, Citrix Access Gateway (CAG), Juniper devices, and domain controllers

The team lead will use their knowledge of the Microsoft Windows 11 OS, Microsoft Office , Office 365, and Microsoft Active Directory to resolve and respond to customer questions and requests

Must be able to work on own initiative work within the team ensuring all Service Desk technical objectives are delivered to the highest standard

Create a comprehensive training plan for new hire Service Desk analysts, ongoing training for all levels of Service Desk members

Deliver continuous improvement across all disciplines

Maintain project and support SLA targets

Take first level escalations

Pursue first call resolution and review Service Center tickets for approval

Support and drive call reduction efforts

Timely action and delivery of agent coaching regarding call handling, ticket quality all other delegated coaching responsibilities

Good to Have Skills : Service Desk Voice Support

Key Responsibilities :

L3 Service Desk Call taking profile.
Achieve client and Accenture-defined targets.
Good communication skills is a must.
Willingness to go extra mile for resolving a customer issue and delivery.

7+ year of relevant experience.

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Service Desk Lead