Job Description

Technical Service Desk Lead Job Description

Position: Technical Lead

xperience : 5- 9 years

Location: Vizag

Position Overview:

We are seeking a dynamic and results-oriented Customer Facing enthusiast to join our Talent Support team. The ideal candidate will be a passionate individual with a strong background in customer service. As a Customer Facing support engineer, you will play a pivotal role in ensuring our customers success and satisfaction while guiding and inspiring your team to deliver exceptional service.

Job Type: Full-time

Responsibilities:

• Lead and manage the technical support team, ensuring high-quality service delivery and customer satisfaction.
• Resolve complex technical issues and provide guidance to team members on advanced troubleshooting techniques.
  
  

Troubleshoot hardware and software issues, including operating systems, system/laptop issue applications, VDI, MS office and network connectivity.

• Oversee the ticketing system, ensuring timely resolution of incidents and service requests.
• Develop and implement service desk policies, procedures, and best practices.
• Conduct regular training sessions and workshops for team members to enhance their skills.
• Analyze service desk metrics and KPIs to identify trends and areas for improvement.
• Collaborate with IT teams to implement solutions that enhance service desk operations.
  
  

Escalate complex issues to senior team members or other IT departments as necessary.

• Assist in the development and maintenance of knowledge base articles.
• Ensure compliance with company policies, procedures, and service level agreements (SLAs) in delivering support services
• Participate in team meetings and contribute to process improvement initiatives.
• Mentor junior staff and assist in training new team members.
• Experience with Active Directory and user account management.
• Basic knowledge of networking concepts and troubleshooting.
• Basic knowledge on Windows 10 / 11.
• Knowledge of MS Office troubleshooting.
• Excellent Communication Skills is a must
  
  

Skills:

Windows Desktop Support, Service Desk, Wired & Wireless, Troubleshooting, Mac Support, Active Directory, Networking, Windows 10/11, MS Office support and troubleshooting, Excellent communication skills, ITSM Tools, ITIL, ServiceNow, JIRA

Qualifications:

• Any Graduate, Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 5+ years of experience in a technical support role, with at least 2 years in a leadership position.
• In-depth knowledge of Windows and Mac operating systems, network protocols, and enterprise applications.
• Proven experience with ITIL framework and service management best practices.
• Exceptional problem-solving skills and ability to work under pressure.
• Strong leadership and mentoring abilities.
  
  

Preferred Skills:

• Advanced certifications such as ITIL Expert, CompTIA Network+, or relevant vendor certifications (e.g., Microsoft, Cisco).
• Experience with cloud technologies and SaaS applications added advantage
• Familiarity with automation tools and processes to improve service efficiency.
  
  

Qualifications

Graduation

Range Of Year Experience-Min Year

5

Range Of Year Experience-Max Year

10