Service Desk Lead

Job Title:

Service Desk Team Lead

Technology Tower:

Service Desk

Tower Description

The Service Desk Team Lead leads a team of Service Desk Agents. He / She should maintain Accurate recording and tracking of customer requests. Adherence to SLAs on team level. Performance of the team.

Desired Candidate Profile:

Key Skills Required:

• IT Service Desk experience 3-5yrs
• Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)
• Understanding of Windows 7 & 10 operating system
• Assisting with configuring/troubleshooting of Software and Hardware
• Experience working with ServiceNow to log, track, close tickets
• Experience in resolving IT issues via phone/email/chat
• Excellent telephone etiquettes and customer service
• Excellent troubleshooting skills
• Knowledge of Microsoft based operating systems with emphasis on Windows X
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
• Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
• Basic understanding of PC hardware set-up and configuration.
• Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
• Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
• Willingness to work in 9 x 5 support environment including working on Weekends and Holidays.
• Excellent time management skills and ability to work under pressure
• Continuous commitment to professional development

Key Accountabilities:

• Monitors open tickets for service level breaches
• Identifies potentially major problems
• Uses established procedures, guidelines, and standards
• Responds to changing business needs by recommending new ways to handle new issues
• Monitors the direction of appropriate incident tracking processes to be followed by team
• Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure
• Conducts leave and resource management for each queue
• Handles escalated calls
• Implements SIP and CIP
• Conducts quality audits, coaches, and mentors the team members
• Prepares Materials for: Escalation calls thrice a week, Low CSAT calls twice a week, Help File calls, Incident Management calls, and First Call Fix exception calls
• Attends the monthly quality meeting and Service Now Remedy Resolver Group Team Leads

Language Requirement (Read, Write, Speak) & Proficiency:

Proficient in Mandarin and English (Read + Write + Speak)