ServiceDesk – Job Description:
Location : Hyderabad, INDIA.
Job Title : Associate Lead – ServiceDesk
Experience : 8+ Years
Rotational Shift
Mandatory Work from Office
OSI Digital is looking for service desk associate lead engineers having technical and operational skills in service desk management to support systems, operational excellence while focusing on business user experience. This position will have an opportunity to grow to the next level as Lead / ServiceDesk Manager or IT Operations manager based on your experience, skillset, and performance.
Responsibilities:
Being part of the team to address Incidents and Service Requests reported by business users of 24/7 – 365 Days work environment.
Provide leadership and guidance to the service desk team, ensuring efficient and effective delivery of IT support services.
Oversee the resolution of incidents and service requests within defined service levels, ensuring timely and accurate responses to customer inquiries.
Conduct regular performance evaluations for team members, addressing any performance issues and recognizing achievements.
Create/ update end user guides, ServiceDesk KB’s, and SOPs.
Prepare reports and metrics on service desk performance, including incident trends, customer satisfaction, and team productivity.
Generate status reports/consolidated IM reports to the ServiceDesk Manager
Required Skills:
Excellent verbal and written communication skills with email etiquette and customer service skills.
8+ years of experience in handling end user calls, Incidents/service requests, application Break/ fix.
Experience in AWSCitrix VDI, AD, O365, PowerShell Scripting, VPN, OneDrive, MFA, User device management & authentication issues.
Working experience on latest RDP tools (TV, LogMeIn, Bomgar) Ticketing tools (ITSM, SNOW, JIRA)
Preferable – ITIL best practices around ServiceDesk, Incident & Request Management procedures.
Ability to notify and escalate the issues based on the Severity.
We are not looking for someone who is:
Never worked with international customers and technical support.
Never worked on end user computing issues, onboarding & offboarding on Active Directory.
Not flexible for 24×7 rotational shifts and not ready to work from office.
Powered by JazzHR
br{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]> About job We are looking for a passionate Software tester who has a natural flair...
Apply For This Job...
Apply For This JobJob Details Candidates for Computer Operator should have detailed knowledge of computers and Responsibilities of candidates include: • understanding of...
Apply For This JobFull-Time (Hyderabad – Jaipur ) 0.6 to 1 year Experience Are you a convergent thinker and a problem solver who...
Apply For This JobJob Details Responsibilities: Inbound Calls II Customer Support • Inform customers about the company’s products/services and offers • Manage inbound...
Apply For This JobJob description Requirements: Team Leadership – able to lead a team (2-6 people), provide hands-on technical support, estimate, and plan track...
Apply For This Job