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Team Lead – Service Desk

Keywords / Skills : IT Service Desk, Customer Service, Customer Satisfaction, Team Leading, Process Documentation, Problem Solving, Mac Os, End User

2 - 4 years
Posted: 2018-10-22

IT/ Computers - Software
Team Leader/ Technical Leader
Posted On
22nd Oct 2018
Job Description
  • Monitor and manage service support team performance by ensuring objectives are clearly understood 
  • Can resolve application / IT issues through troubleshooting with minimal disturbance 
  • Develop and maintain effective documentation of all support processes, procedures and work instructions. 
  • Creating team goals that are in line with overall strategies 
  • Identify trends and recurring case patterns, identify solutions and make recommendations. 
  • Address any performance or team issues 
  • Leading the team to ensure the effective resolution of customer service requests, incidents, calls and interactions whilst always maintaining a high level of customer satisfaction. 
  • Ensure that daily, weekly, and monthly statistics, status reports, and graphical reports are completed and provided to the Manager. 
  • Be the point of escalation - you will be also be a coach and mentor to the support team. 
  • Take customer service and sales calls as needed 
  • Monitoring ticket queues 
  • Run and send reports 
  • Global support for End Users systems and applications 
  • Assist in coordinating Service desk Team and Productivity engineering teams to support End user 
  • Handling IT Service Desk Operations process and Documentation 

Desired Skills: 
  • Solid working knowledge and hands-on experience with Windows, Mac OS, Hardware 
  • Solid working knowledge and hands-on experience with Outlook, O365, AD,Exchange, IT process 
  • Experienced and proficient with troubleshooting techniques and problem 
  • Solving in a 24x7x365 production environment 
  • Willing to work in shifts including night & weekends 
  • Minimum of 4 years experience as a previous experience in a Help desk Manager or Service Desk leadership role 
  • Must have a technology and service desk background 
  • Be truly customer service and people focused 
  • Experience in process improvement, facilitating change and creating new ideas to improve the service desk 
  • Enterprise experience, ideally some global experience 
  • Excellent communication and presentation skills 
  • A collaborative approach to work

About Company

Cynosure Corporate Solutions is a human capital services company. Our focus is to provide Executive Search, Recruitment, Training, Temporary Staffing services, Statutory Compliance's and other HR aligned services to client organizations. We understand the business goals of our clients and their need to align human resources to these goals. We are committed to provide high quality manpower in accordance to global standards and their requirements. Our candidates stand testimony to the professional competency.

We work with various IT and Non IT companies we have openings with leading Retail, Finance, Insurance, Broking, Manufacturing, Civil, Telecom companies across south India.

for more details about our service visit
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