Job Description
Technical Service Desk Lead Job Description
Position: Technical Lead
xperience : 5- 9 years
Location: Vizag
Position Overview:
We are seeking a dynamic and results-oriented Customer Facing enthusiast to join our Talent Support team. The ideal candidate will be a passionate individual with a strong background in customer service. As a Customer Facing support engineer, you will play a pivotal role in ensuring our customers success and satisfaction while guiding and inspiring your team to deliver exceptional service.
Job Type: Full-time
Responsibilities:
- Lead and manage the technical support team, ensuring high-quality service delivery and customer satisfaction.
- Resolve complex technical issues and provide guidance to team members on advanced troubleshooting techniques.
Troubleshoot hardware and software issues, including operating systems, system/laptop issue applications, VDI, MS office and network connectivity.
- Oversee the ticketing system, ensuring timely resolution of incidents and service requests.
- Develop and implement service desk policies, procedures, and best practices.
- Conduct regular training sessions and workshops for team members to enhance their skills.
- Analyze service desk metrics and KPIs to identify trends and areas for improvement.
- Collaborate with IT teams to implement solutions that enhance service desk operations.
Escalate complex issues to senior team members or other IT departments as necessary.
- Assist in the development and maintenance of knowledge base articles.
- Ensure compliance with company policies, procedures, and service level agreements (SLAs) in delivering support services
- Participate in team meetings and contribute to process improvement initiatives.
- Mentor junior staff and assist in training new team members.
- Experience with Active Directory and user account management.
- Basic knowledge of networking concepts and troubleshooting.
- Basic knowledge on Windows 10 / 11.
- Knowledge of MS Office troubleshooting.
- Excellent Communication Skills is a must
Skills:
Windows Desktop Support, Service Desk, Wired & Wireless, Troubleshooting, Mac Support, Active Directory, Networking, Windows 10/11, MS Office support and troubleshooting, Excellent communication skills, ITSM Tools, ITIL, ServiceNow, JIRA
Qualifications:
- Any Graduate, Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience.
- 5+ years of experience in a technical support role, with at least 2 years in a leadership position.
- In-depth knowledge of Windows and Mac operating systems, network protocols, and enterprise applications.
- Proven experience with ITIL framework and service management best practices.
- Exceptional problem-solving skills and ability to work under pressure.
- Strong leadership and mentoring abilities.
Preferred Skills:
- Advanced certifications such as ITIL Expert, CompTIA Network+, or relevant vendor certifications (e.g., Microsoft, Cisco).
- Experience with cloud technologies and SaaS applications added advantage
- Familiarity with automation tools and processes to improve service efficiency.
Qualifications
Graduation
Range Of Year Experience-Min Year
5
Range Of Year Experience-Max Year
10
