Service Desk Team Lead

Service Desk Team Lead

Job Location:

Charleston, West Virginia

Experience:

3-5 Years

We at Coforge are hiring for Service Desk Team Lead.

• Ensure all calls are updated and resolved within SLA targets.
• Endeavor to provide an above customer expectation service; undertake first line resolution activities and participate in ongoing review and maintenance of the IT Service Desk processes.
• Provide desktop support in healthcare industry.
• Take part in knowledge sharing activities to include both business and technical knowledge sharing.
• Deliver best practices of call management: ensure all calls are logged accurately within IT Service Desk Capture details and correct information pertaining to all inbound calls.
• Participate in a shift rotation to ensure adequate cover 7 days per week including weekends and bank holidays.
• Write and speak fluently on all aspects of work and communicate effectively; actively communicate and seek feedback from colleagues and customers.
• Be proactive in working with others to improve IT Service.
• Undertake necessary training associated with the duties of the post and participate in training and development procedures; maintain confidentiality and observe data protection guidelines.
• Carry out any other reasonable duties in line with capability.
• Implement ITSM processes: understanding of ITSM process, Ops Ram and Service Now; hands on experience of Active Directory, Exchange, O365 (new user ) etc.

• 3–4 years experience in IT or similar customer support/service delivery role.
• Excellent customer service skills with a high focus on quality.
• Ability to communicate in a clear professional manner.
• Problem solving and analytical skills and ability to work under pressure.
• Excellent inter-personal skills (verbal and written).
• Understanding of current and emerging IT technologies and interest in use of IT within business functions.

• Seniority level:
  Mid-Senior level
• Employment type:
  
  Full-time
• Job function:
  Administrative, Customer Service, and Information Technology
• Industries:
  Hospitals and Health Care and Public Health