SERVICE DESK-SERVICE DESK - Lead

SERVICE DESK Lead

 

Experience: 4 - 7  YRS

 

Location: Remote

 

Responsibilities:

• Should be able to lead a SD Team
• Experience in working on Infrastructure and Application Service Desk/Helpdesk/L1 support.
• The first line of support is usually provided via chat, phone, and email communications.
• Identify and diagnose issues and problems. 
• First point of contact for end users and internal team for support.
• Responsible to solve client issues in an effective and timely manner as prescribed Service Level Agreement (SLA)
• User administration
• Proactively contribute to maintaining and expanding service desk knowledgebase to prevent knowledge silos.
• Maintain records of tickets opened/updated/closed and telephone calls answered
• Practical experience of Service Desk toolsets - SNOW
• General awareness about Win10, Core Apps (like Browser, Outlook, Excel, Word etc.), O365 and Active Directory
• Proven service industry front line experience with handling high value/critical customers
• Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
• Categorize and record reported queries and provide solutions. 
• Support problem identification. Advise users on appropriate course of action.
• Log, validate and diagnose user issues, on the full range of products and applications used.
• Provide user with a solution through information gathering, analytical troubleshooting and problem research, or route or escalate the user to the appropriate resolution group.
• L1 support Engineers have basic knowledge of product/service and skill to troubleshoot a very basic issue like password reset, software installation/uninstallation/reinstallation
• Experience in L1 application technical support.
• Direct unresolved issues to the next level of support personnel
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Create and update support documentation in accordance with standards to improve future troubleshooting efforts
• Request and Incident Management – Triage incoming requests and assign to relevant Support Level.
• Ensure that all requests and incidents are responded within the time specified by the Service Level agreements

Desired skills and requirements:

1. Good to have ITIL certification.
2. Ticketing tools – SNOW etc.
3. Knowledge of Incident, Problem, Change Management
4. Basic Knowledge of Applications.
5. Record events and problems and their resolution in logs
6. Follow-up and update customer status and information
7. 24x7 support
8. Excellent oral & Written communication skills
9. Application, Infrastructure basic technical understanding.