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Team Lead - IT Service Desk

Keywords / Skills : Team Lead - IT Service Desk

8 - 10 years
Posted: 2018-12-04

Industry
Recruitment/Staffing/RPO
Function
IT
Role
Team Leader/ Technical Leader
Posted On
4th Dec 2018
Job Ref code
110843000010692909
Job Description
Job Description:

Key Responsibilities:
• Monitors, coordinates and supervises the daily activity of the staff in service desk team within the Center of Excellence.
• Ensure IT Service Desk Staff Coverage, and manage SLA’s
• Initial Escalation point of support of IT Service Desk Staff
• People Management and associated responsibilities like performance and development
• Ability to plan long term improvements
• Understanding of processes run by team and ability to bring in improvements and efficiencies.
• Manage Escalations across the IT Service Desk within the Center of Excellence, directly reporting to the Head of India Infrastructure.
• Participate in weekly Global IT meeting to discuss open issues and projects with London, New York, Tokyo, Hong Kong, Singapore, Sydney, Mumbai.
Desired Skills & Experience:

• Candidate must be a B.Tech/BCA/MCA/BSc (any discipline)/BE (any discipline)/Graduate, with experience in Information Technology related Processes
• 8-10 years of experience in the Information Technology industry with knowledge of basic computer hardware
• Willing to work in Shifts
• Experience with desktop and server operating systems (Windows 7, Exchange 2010)
• Ability to conduct research into a wide range of computing issues as required
• Strong analytical, problem solving, critical thinking and decision-making skills, multitask and deliver under tight deadlines
• Ability to adapt quickly to new technologies and capacity to work within complex systems and large data sets
• Keen attention to detail, excellent customer service and strong documentation skills
• The profile involves effective communication across Clients facilities globally and hence possessing excellent interpersonal and communication skills in verbal and written English is a must
• Experience working in a Service Desk environment a plus
• Knowledge of ITIL, as it relates to Service Desk, a plusSkill Set:

Desired Skills "amp Experience:

• Candidate must be a B.Tech𯯊/MCA˻Sc ʊny discipline)⾾ ʊny discipline)/Graduate, with experience in Information Technology related Processes
• 8-10 years of experience in the Information Technology industry with knowledge of basic computer hardware
• Willing to work in Shifts
• Experience with desktop and server operating systems (Windows 7, Exchange 2010)
• Ability to conduct research into a wide range of computing issues as required
• Strong analytical, problem solving, critical thinking and decision-making skills, multitask and deliver under tight deadlines
• Ability to adapt quickly to new technologies and capacity to work within complex systems and large data sets
• Keen attention to detail, excellent customer service and strong documentation skills
• The profile involves effective communication across Clients facilities globally and hence possessing excellent interpersonal and communication skills in verbal and written English is a must
• Experience working in a Service Desk environment a plus
• Knowledge of ITIL, as it relates to Service Desk, a plus

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