Role and responsibilities:

  • Provide primary advanced technical support and leaderships for IT system and end users.
  • Manage Daily activities of team and remote IT service desk resources, including but not limited to priority setting, task assignments, coordination, and reporting of the staff.
  • Manage the activities of Internal/external resources within the Service desk or Mobility.
  • Assists with evaluation and selection of applications in conjunction with OT strategy and business requirements as relate to Service Desk functions.
  • Participation with business relationship managers and functional area leads to identify system requirements and translate business requirements into functional /technical process.
  • Conduct regular reviews of Service Desk functions to ensure adherence with satisfied stability, performance, and security service levels.
  • Manages the execution of IT onboarding services.

Essential Experience:

  • 6+ Years of experience and 2+ years of experience in a Senior or Lead position managing IT Service Desk functions.
  • Good Soft skill, Communications skills (Voice & Email) to handle global customers.
  • Strong in Telephonic etiquette.
  • Exposure to basic understanding of Windows operating system
  • Basic understanding of Computers and Trouble shooting skills required.
  • Customer service orientation and ability to work in a team.
  • Good knowledge on ITIL Process