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Service Desk Team Lead

2 months ago

Birmingham, United Kingdom Hexaware Technologies Full time

Looking for only British Citizens.


Service Desk Team Lead


Primary Skills


  • Minimum 4+ years of experience in service Desk lead
  • Excellent communication and conversation skills in English with a Versant Score of 70
  • Good Knowledge of Incident, Change and Problem Management
  • Manage Service Desk activities, including: Owning overall responsibility for Incident and Service Request process handling on the Service Desk
  • Liaise with the Service Manager
  • Help with the development and issuance of Service Desk Operational Reports
  • Liaise with the designated Change lead as requested
  • Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc
  • Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority
  • Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanism
  • Analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
  • Attend voice calls
  • Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
  • Use Remote Desktop to assist the end users as required.
  • Good Knowledge on O365 products.
  • Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure
  • Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
  • Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues
  • Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
  • Proactive problem management is an added advantage.
  • Good Knowledge and proven skills in Vendor Management
  • Good Knowledge on ZOHO ITSM tool


Soft Skills

  • Should possess excellent customer handling skills
  • Ability to handle unforeseen situations
  • High level of acceptance and understanding in dealing with end users and situations


Certifications

  • Candidate to be ITIL certified