Primary Skills

10+ Years of call taking profile with core Help Desk Skills
Experience as Team lead of 5-6 member team.
Experienced in Incident Management and good understanding of Change and Problem Management
Basic Understanding of the Enterprise IT Infra set up
Basic knowledge on Active Directory.
6+ years experience supporting wide multiple versions of operating system
Basic O365 Administration using Office365 Admin Console.
Strong writing and documentation skills a must including being able to train other Engineers as and when required.
Good knowledge on trouble shooting email client issues like Outlook.
Excellent Hardware and software troubleshooting skills
Good understanding in handling Microsoft office suite functionality and troubleshooting skills.
Fluent in English, in both oral and written communication
Good knowledge in Utility software technical knowledge such as Antivirus and others.
24x7 Rotational Shift, ability to working from office is preferred, location will be city with Yash Office.

Desirable Skills

Ability to influence others, delegate and support progress and to negotiate
Good written and oral communication skills in English
Logical and Analytical approach
Able to understand the email flow issues internal & external
End-user support, OS troubleshooting and support, Basic software troubleshooting and support (MS office, Messengers, outlook, etc.).
Demonstrate a high level of customer relationship skills which includes email etiquette.
Good Communication skills, follow up skills, Willingness to work in rotational shifts
Remote troubleshooting

Role And Responsibilities

Driving key KPI improvement month on month
Drive Knowledge Management , Process management, Client sign off
Drive Key initiatives, CSIP, Automations , Customer Value additions
Drive Ticket Reduction, Effort Reduction,
Lead Client discussion on Key initiatives driving and outcomes
Lead MSR/QBR , drive Ops as per Client Sensitivities and Priorities
Understanding of Benchmarking , Best practices as per industry standard and peer companies which can be driven in the area assigned
Understanding and adopting AI in the area of operation and able show value addition to client.
Drive CSAT and TCSAT >4.5 /5

Qualifications And Education Requirements

A Bachelor's / Master's Degree in Computer Engineering, Information Technology
ITIL V4 Foundation training or certification
Knowledge and experience using OS like windows, Mac and Linux
Working knowledge of MS Office (PPT, Excel, Word)
Candidates who are confident of clearing extensive Background verification till previous Organization only shall apply

Preferred Skills

BEHAVIORAL ATTRIBUTES

Demonstrates a can do attitude and is willing to stretch self to achieve and exceed defined goals/targets
Excellent problem solving / troubleshooting skills
Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations
within stipulated time
Explains ideas clearly and logically to others and is attentive in interactions
Identifies the target audience for communication and carefully listens to their opinions and feedback
Ability to work in Teams

Associate Lead Consultant - IT Service desk Job