Service Desk Lead

Your role as a Technical Support Specialist will require you to have the following skills and qualifications: Role Overview: You should have excellent communication skills, both spoken and written. Your experience in handling voice calls and managing and resolving issues efficiently will be crucial. Knowledge of ITIL processes, specifically Incident Management and Service Request fulfillment, will be necessary. Additionally, you must be able to document technical details accurately and update processes as required. Key Responsibilities: - Monitor the Incident Management queue, assign/reassign tickets, and follow up according to standard procedures. - Execute service requests raised in the ticketing tool based on provided SOPs. - Perform L1 level troubleshooting for desktop, network, printer, Active Directory, O365, Lotus Notes, and email issues. - Track incidents, service requests, and problem tickets to ensure resolution within SLA. - Provide remote desktop support to end-users as needed. - Demonstrate strong analytical skills to understand technical requirements and troubleshoot effectively. - Deliver excellent customer service with proactive communication skills. - Be willing to work in rotational shifts 24/7 throughout the year. Qualifications Required: - 9+ years of experience in a similar technical support role. - Proficiency in ITIL processes and incident management. - Strong documentation skills for technical details and process updates. - Ability to analyze ticket trends, provide reports, and suggest improvement actions. - Experience in executing service requests according to SOPs. - Excellent verbal and written communication skills. Please note that the work location for this position is in Dehradun. Your role as a Technical Support Specialist will require you to have the following skills and qualifications: Role Overview: You should have excellent communication skills, both spoken and written. Your experience in handling voice calls and managing and resolving issues efficiently will be crucial. Knowledge of ITIL processes, specifically Incident Management and Service Request fulfillment, will be necessary. Additionally, you must be able to document technical details accurately and update processes as required. Key Responsibilities: - Monitor the Incident Management queue, assign/reassign tickets, and follow up according to standard procedures. - Execute service requests raised in the ticketing tool based on provided SOPs. - Perform L1 level troubleshooting for desktop, network, printer, Active Directory, O365, Lotus Notes, and email issues. - Track incidents, service requests, and problem tickets to ensure resolution within SLA. - Provide remote desktop support to end-users as needed. - Demonstrate strong analytical skills to understand technical requirements and troubleshoot effectively. - Deliver excellent customer service with proactive communication skills. - Be willing to work in rotational shifts 24/7 throughout the year. Qualifications Required: - 9+ years of experience in a similar technical support role. - Proficiency in ITIL processes and incident management. - Strong documentation skills for technical details and process updates. - Ability to analyze ticket trends, provide reports, and suggest improvement actions. - Experience in executing service requests according to SOPs. - Excellent verbal and written communication skills. Please note that the work location for this position is in Dehradun.