DDT SOFTWARE & E-COMM (OPC) PVT LTD
It Service Desk Team Leader (Remote)
It Service Desk Team Leader | DDT SOFTWARE & E-COMM (OPC)PVT LTD | India
Key Accountabilities:
· Line management functionality for all Service Desk analysts.
· Responsible for integrating new processes/technologies into the...
It Service Desk Team Leader | DDT SOFTWARE & E-COMM (OPC) PVT LTD | India
Key Accountabilities:
· Line management functionality for all Service Desk analysts.
· Responsible for integrating new processes/technologies into the Service Desk & ensuring support documentation is created for Service Desk.
· Leadership & motivation of a competent level of First Time Fix ticket closures across the Service Desk.
· Manage IT Operations processes ensuring the smooth running of batch operations, escalating where required.
· Ensure analysts are maintaining backup schedules of core systems.
· Carry out trend analysis to improve ticket escalations to workgroups away from the Service Desk and to ensure, where applicable, coaching & development of the Service Desk capability, to offer heightened First Time Fix resolution & continual service improvement.
· Recognition and raising of Service Desk Analyst development requirements in line with business direction and future technologies.
· Acting as a technical point of escalation within the Service Desk team.
· Ensure all IT requests and incidents are prioritized and progressed in accordance with procedures.
· To manage, monitor and track progress of assigned calls, providing feedback to customers in line with SLA’s.
· To ensure all incidents and requests are handled in accordance with SLA’s & KPI’s set by management.
· Comply with the information security policy and regulatory procedures.
Skills & Knowledge:
· Excellent written and verbal communication skills.
· Friendly, outgoing and helpful attitude.
· Ability to manage geographically diverse teams.
· Ability to work well under pressure.
· Drive and commitment.
· Pro-active and self-motivated.
· Prioritising, Planning and organising skills.
· A methodical and creative approach to problem solving.
· Understanding customer needs.
· Performance Management.
· Monitoring quality and standards.
Experience:
· Experience in a customer facing IT support/service delivery role.
· Proven experience in management of service delivery teams.
· A broad understanding of IT Infrastructure.
· Thorough knowledge and exposure to Windows Operating Systems, MS Office, Exchange and Outlook.
· Strong analytical and troubleshooting skills.
· Thorough understanding of PC/desktop architecture.
· Understanding of TCP/IP protocol.
· Understanding of IT Operations, batch processes and physical back up processes
· ITIL awareness.
· Active Directory experience.
· Experience working with HP OpenView monitoring.
· Experience working with HP Data Protector.
· Basic knowledge of Unix operating system.
· Telephone software experience
Education and Qualification:
· MCP/MCSE accredited.
· A+ certification
· ITIL fundamentals.
Note :- We are looking only North Indian candidates
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