Associate Lead Consultant - IT Service desk Job

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