Team Leader - J_38_1582697084764

Team Leader - J_38_1582697084764
Company:

Smarty Ai Solutions Llp


Place:

Maharashtra


Area:

Programmer

Team Leader - J_38_1582697084764

Details of the offer

Qualifications: Any IT Graduate / BCA / B.SC. IT / MCA Certification: 4 to 6 Yrs in Remote Technical Service Desk, experience in managing remote application support desk is desirable Roles & Responsibilities: Work in 24/7 shift operations Manage a team of Help Desk Associates (Pick & Dispatch), Remote Technical Support Engineers working in shift to provide 1st level technical support; answering support queries via the telephone, using remote desktop tools. Responsible for Service Desk Operations for the shift Responsible for teamâ??s deliverables for customer within SLA Ensure users reaching out to Service Desk (Webform Tickets, Emails, WhatsApp etc.) are provided complete accurate support by team members within SLA (right from receipt of request to verification and closure) Manage shift operations, review ticket queue, review voice call queue, team productivity for the shift, training & coaching team members where needed, ensuring quality of service delivery by team members etc. Manage team memberâ??s roster, ensure team memberâ??s presence as per shift roster & plan for exigency (if any) etc. Be a point of contact for team members for unresolved or escalated calls Report to senior managers on any issue that could significantly impact the business Ensure ServiceDesk staff take ownership of user problems and be proactive when dealing with user issues. Ensure all calls are logged in the Service Desk logging system. Respond to enquiries from customers and help them resolve any hardware or software problems. Allocate more complex calls to the relevant IT Support member. Arrange for external technical support where problems cannot be resolved in house Ensuring knowledge management systems and documentation are kept up to date Provide and continuously update a list of frequently asked questions (FAQs) regarding the Services Compile lists of FAQs where recommended solutions can be made available to Users to increase Usersâ?? ability to resolve Incidents Conduct random surveys of Users immediately after they have used the Service Desk and report the results to Management each month. Analyze ticket trends, recommend and implement actions to reduce incidents in consultation with reporting manager. Promote use of self-help capabilities like on-line FAQs, SOP documentation for common issues, KEDB etc. Skills: Excellent written & verbal communication (primarily in English & Hindi) Working knowledge in other Indian Language will be added advantage Aptitude in preparing process documents Demonstrate Ownership â??Can Doâ?? attitude People Management Strong customer-focus and problem-solving attitude Ability to communicate technical information to non-technical personnel Team player with ability to stretch beyond work hours when required Planning, organizing, and adapting within a multi-tasking environment Domain Knowledge / Technical Skills: Experience in End User Support remotely with the help of remote management tools Hardware & Networking Concepts Desktop Operating system knowledge Microsoft standard office product knowledge Basic understanding on mobile applications Installation, troubleshooting issues related to desktop, laptop, thin clients, printers, OS, internet browsers, anti-virus, messaging clients, print queues etc. Install/un-install/re-install, office automation software, client component of business application software, e-mail client, browsers etc. 4 to 6 Yrs in Remote Technical Service Desk, experience in managing remote application Skills: Team Leader,Team handling,Service Desk,Technical helpdesk,application support desk,Installation,Remote Technical Support Experience: 3-5 Years


Source: Adzuna_Ppc


Area:

Requirements