Service Desk Lead - India

Responsibilities

Position Summary

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