Service Desk Lead

4- 6 years experience in Help Desk, Information Management, or Customer Service delivery field

Relevant : 1-2 years of Shift Lead experience

Certification requirements -

Preferred MCP/MSCE/MSCA or HDI CSS -

ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

• Provide technical expertise to the help desk team
• Act as technical liaison between help desk and IM support groups
• Maintain technical skill continuity and consistency of help desk staff
• Ensure continuous improvement of services provided by the help desk
• Provide telephone support to customer end users
• Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD
• Includes preparation of help desk staff to support new technology
• Maintain skills inventory of help desk analysts and Work Request Co-ordinators
• Evaluate technical skills
• Develop and maintain Training Plan
• Liaison between help desk and other groups on technical support issues
• Proactively work with other groups on normal process support issues
• Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process
• Update, organise, create an easy electronic access to all help desk documentation, including manuals,scripts,processes,process flow charts, notification Escalation list, help desk weekly schedule, support documentation, etc.
• Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool.
• Deliver technical feedback to the analysts on these monitors.
• Maintain an analyst-wise tracker for the call monitoring carried out.
• Develop processes to streamline the daily functioning of the help desk including:
• Work distribution, Monitoring phone queue and email box
• Vendor management and follow-up
• User follow-up, Closing tickets, Maintaining front end message
• Work closely with help desk manager to implement technical action items related to the help desk
• Assist help desk manager in analysing help desk group and individual statistics
• Ensure implementation of BOP (Best Operating Practices) in the help desk
• Establish communication link with other zones relative to technical and support environment
• Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process.
• Manage small help desk related projects.
• Backup help desk Manager when help desk Manager is out.
• Documentation of help desk processes
• Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end users
• Route problems to internal IM support staff
• Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution
• Administer and provide User Access and Exit controls .
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention'
• Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management

• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem solving skills required.
• Hands-on work experience with the following:
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
• Remote desktop connectivity applications like SMS, Bomgar, Web Ex, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• PDA and blackberry support
• Others:
  Adobe Acrobat and other common desktop applications like Winzip, etc

Excellent communication and conversation skills (Verbal and Written) -

Good working knowledge of MS OFFICE (Including MS Project and Visio) -

Should have a great customer handling skills - Able to handle unforeseen situations -

High level of…