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Nexdigm

Team Leader- Tech Support- Mumbai

Early Applicant
  • a month ago
  • Be among the first 50 applicants

Job Description

Employee Type
Permanent
Job Description

JOB DESCRIPTION:

Roles and Responsibilities:

  • Solid technical background with an ability to give instructions to anon-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Responds to tickets, telephone calls, emails, and personnel requests fortechnical support.
  • Documents, tracks, and monitors all technical support interactions toensure a timely resolution and maintains thorough communication with the useruntil the technical support request can be closed.
  • Demonstrates strong knowledge of commonly used concepts, practices, andprocedures within IT industry standards and corporate technical supportprocedures.
  • Uses strong analytical skills to diagnose problems (hardware, software,network, etc.) and determine appropriate solutions.
  • Research questions using pre-documented instructions and SOPs to performthe job's functions and quickly escalate urgent problems.
  • Maintains, analyses, troubleshoots, and repairs computer systems,hardware, and peripherals and stays current with system information,changes, and updates.
  • Maintains accurate hardware, software, andconsumables inventory.
  • Weekly analysis of service desk tickets and report weekly metrics and KPIreporting to upper management.
  • Regular review of IT Service Desk policies and procedures to ensureconsistency with the current environment.
  • Understanding of the day-to-day operations and experience in deliveringimprovement initiatives and providing Key KPIs. Bringing and bridging teams towork as one for the overall benefit of the business.
  • Deep knowledge of administration and service processes.Expertknowledge in the required functional area
  • Organize training and/or decide for a team member to receive training onthe latest and best practices in handling technical support-related issues

  • Bachelor (4-year) degree, with a technical major, such as engineering,BSc (IT), or Computer Science.
  • Excellent written and verbal communication skills.
  • At least 3 years of proven work experience as a Technical support teamlead and should have experience in handling a minimum of 4-5 people team
  • Team management skills
  • ITIL Foundation certification is a plus.
  • MCP- Windows 7/10 Desktop.

Core Competencies:

  • Service Orientation- Should be aware of both - the internal as well as external customers and their needs and is committed to meeting the customers evolving, long-term needs - the focus is on SERVICE
  • Result Orientation- Should be able to direct efforts towards developing and implementing realistic action plans to meet business objectives with a sense of urgency - the focus is on achieving RESULTS
  • Initiative- One must not only understand and accept the responsibilities towards his/her job but also proactively work towards identifying challenges and its resolution - the focus is on seeking SOLUTIONS
  • Professionalism- Should have in-depth knowledge of all functions and display not only the required skill set but also ethics and integrity while conducting the job - the focus is on PROFESSIONALISM
  • Cooperation- One must ensure completion of all tasks at hand and simultaneously extend support to team members and display joint ownership towards achieving business objectives - the focus is on TEAMWORK
  • Communication/Feedback- Should believe in providing feedback to other associates and receiving feedback to enhance performance, thereby meeting business objectives - the focus is on OPEN COMMUNICATION

Other Benefits:

  • Medical Insurance (self-coverage):Includes Group Mediclaim policy and Group Personal Accident Policy.
  • Long-Term Investment & Engagement Plan:This is an employee incentive plan introduced to encourage, reward, and incentivize eligible employees towards long-term engagement, optimize their performance, and enable them to partake in the growth of the Organization and further its best interests.
  • Transportation support:Bus facility (where available) is allocated to you based on your requirements and availability of seats.
  • Focus on individual career growthvia career aspirations discussions, rewards & and recognition, and long service awards.
  • Career Enhancement programsthrough Continuous Learning, Upskilling, and Training.
  • Focus on Holistic Well-being: The Wellness Corner: Access to a mobile application that provides expert guidance on physical, emotional, and mental well-being to you and your immediate family members.
  • Support Mechanisms:Various support mechanisms like buddy programs for new joiners, childcare facilities for new mothers, etc. are made available for our Associates.
  • Health Check-up Camp:Access to a mobile application that provides expert guidance on physical, emotional, and mental well-being to you and your immediate family members.

Working Model:Work-from-office

Hiring Process:

Your interaction with us will include, but not be limited to,

  • Technical / HR Interviews
  • Technical / Behavioral Assessments

Finally, our people are our most valuable asset if you agree with us on this, we would love to meet you

More Info

Role:Team Lead

Function:IT

Job Type:Permanent Job

Skills Required

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Date Posted: 12/10/2024

Job ID: 95948201

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Last Updated: 14-11-2024 00:27:59 AM
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