Service Desk L3 - Lead
Role & Responsibilities
Manage team of L1 and L2 analyst providing support to end
customers to deliver High Performance.
Should have the ability to plan and coordinate activities across
various Teams
Be the point of escalation for end users and work closely with
Service desk managers.
Generate reports and analyze it related to the service
desk performance
Perform Huddle, team meetings and communicate the plan for the
day.
Ensure that the team is performing as per the agreed SLA’s
define in the SOW
Create and Manage Shift rosters and align with the call volume
Motivate the team to perform. Analyze their performance on a
daily basis.
Identify and work with quality team to implement service
improvement plans.
Identify trainings for the team and define a clear career path
for the team members.
Be part of the transition team to acquire knowledge during the
initial phase of the project and imparting it to the team.
Handle All escalations and track till closure.
Conduct Audits and Mentor L1 Team Members
Ability to prepare the MIS Reports.
Experience in handling Client Escalations and Client
interfacing.
Drive Quality Initiatives and process excellence.
Required Candidate Profile
- Previous
Helpdesk Team Handling experience preferred.
- Experience
of using call logging software.
- Strong
knowledge of Microsoft based operating systems with emphasis on Windows X
- Good
Experience with using and troubleshooting Outlook within a network
environment (permissions, calendar sharing, delegation)
- Good
Experience in troubleshooting Microsoft Office with emphasis on MS Word,
MS Excel MS PowerPoint and Outlook.
- Basic
understanding of PC hardware set-up and configuration.
- MCP/MCSE/CCNA
certification would be desirable. But not mandatory
- Should
have worked as a Customer Support Engineer / Technical Support Executive /
System or Network Engineer & acquired hands-on experience in the above
areas in large & complex setups
- Should
have good understanding of infrastructure management processes; good
understanding of process framework like ITIL is needed.
- Good
communication (written & oral), presentation skills, quick learner,
self-initiated, team player, willing to travel, open to work in shifts
Deadline for sending CV is 15th March 2013.
Interested
people should sent email with subject reading tittle of the job to
recruitment@viscarcapacity.com
