Service Desk Lead

☞ Vertafore

Vue: 101

Jour de mise à jour: 06-05-2024

Localisation: Hyderabad / Secunderabad Telangana

Catégorie: Informatique

Industrie:

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le contenu du travail

JOB DESCRIPTION

Vertafore is looking for a Service desk lead responsible for leading delegating and handling escalated issues, act as process and technical subject matter expert for junior IT Service Desk agents. Manage shifts, escalations, training, knowledge management and quality analysis as needed. Look for continuous process improvement opportunities and follow up with peers L3 teams and support engineers to continuously enhance service delivery and user experience Drive root-cause analysis, collaboration with L3 teams for large impact or repetitive issues and deliver expedient resolutions. Document new and update existing knowledge base for investigating, diagnosing, and resolving Tier 1/2 incidents. Regularly monitor, track and report on service desk service metrics including incidents, problems, changes and escalations.

Core Requirements and Responsibilities:

Essential job functions included but are not limited to the following:

• • Support Vertafore’s global employees including US and India users in a 24x5 model

• • Troubleshoot and resolve complex technical and procedural issues and escalations.

• • Regularly work with L3 teams to transition user support tasks and operationalize them

• • Installing, troubleshooting and supporting Windows and Mac operating systems and laptops, Microsoft Office365, Active Directory, group policies, user access management, antivirus, VPN, Bitlocker or PGP encryption, and MFA (Multi factor authentication)

• • Lead the operating system image builds and updates, security patch testing, deploying and troubleshooting

• • Regularly seek feedback and work towards enhancing services and offerings

• • Provide remote IT support using best practices, models, procedures via various methods (MS Teams, Zoom, email, ServiceNow, Tele-calls)

• • Manage IT assets inventory (Hardware and Software), software compliance and audits

• • Manage and maintain roster and generate daily SLA reports

• • Support patch management for end user computing

Knowledge, Skills and Abilities:

• • Proficient in oral and written communication with ability to empathetically manage escalations and unhappy customers

• • Proficient in ITIL Incident and problem Management

• • Experience working with ServiceNow or any other ticketing tool

• • A+, Microsoft and/or Apple Certified candidates preferred

• • Excellent Customer Service and interpersonal skills for customer relations

• • Must have good leadership skills to carry people along

• • Ability to adapt to fluctuating customer needs and manage high stress situations while reacting quickly and professionally.

• • Establish rapport among peers and colleagues.

• • Must have experience supporting US and India based customers in a 24x5 model

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Date limite: 20-06-2024

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