Desktop Support Lead

Key Responsibilities

• Publishing team stats to the engineers regularly and ensuring timely feedback is given
• Client interaction for process improvement suggestions during weekly meetings
• Scrubbing data for variance in SLAKPI and other metrics
• Cooking with service desk and other resolver groups to resolve technical process issues faced by engineers
• Conducting regular team huddles and sharing important information regarding process procedures
• Coordinating with the Project Manager to assign duties and tasks for short-term project activities, ensuring timely completion and capturing specific observations
• Ensuring knowledge management processes are followed and keeping new solutions updated within the knowledge base
• Participating in reviewing and updating existing Knowledge Base articles
• Tracking SLAKPI backlog to ensure these are green and in control
• Hands-on experience with ServiceNow ticketing tool and creation of dashboards
• Robust knowledge of ITIL methodologies and best practices
• Good working knowledge of MS Word, Excel, PowerPoint, Outlook, and Visio
• Technical knowledge of Windows OS versions, O365, Active Directory, Citrix, VMWare, and basic networking
• Hands-on experience with ITSM tools such as ManageEngine ServiceNow and BMC Remedy
• Excellent customer handling skills, both written and verbal
• Strong training, coaching, and mentoring skills
• Ability to communicate effectively at all levels across the business
• Quick learner with an understanding of complex working structures
• Good interpersonal skills, time management, and metrics management
• Ability to multitask and work under pressure in a high-paced and changing environment
• Identifying process gaps and suggesting improvements

Skills

• Sound knowledge of ITIL Methodologies and best practices
• Good working knowledge of MS Word, Excel, PowerPoint, Outlook, and Visio
• Technical knowledge of Windows OS versions, O365, Active Directory, Citrix, VMWare, and basic networking
• Hands-on experience with ITSM tools such as ManageEngine ServiceNow and BMC Remedy
• Excellent customer handling skills, both written and verbal
• Strong training, coaching, and mentoring skills
• Ability to communicate effectively at all levels across the business