Job Description :

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	.Certification - ITIL V4, Modern Desktop administrator (MD 103)
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