SERVICE DESK LEAD

• Single Point of contact for all Client issues beyond L1 and L2 scope
• Ability to manage the entire shift (Weekdays, overnight and weekend)
• Ability to always support the L1 and L2 staff and multitask – manage incoming volumes (call, chats, Self-service, Email tickets, escalations, shared mailboxes, etc)
• Maintain and control all SD metrics (CSLs and KPIs) across the shift (Handle times, FCR, MTTR, ASA, understand password reset analysis and any critical deliverables across shifts)
• Excellent communication skills with unbeaten email etiquette and customer service skills.
• 5+ years of experience in handling end-user calls, Incidents/service requests, and application Break fixes. 3 Years of proven experience in handling shifts and teams

Experience with VDI, AD, O365, VPN, OneDrive, User device management & authentication issues.

• Working experience on the latest RDP tools (TV, LogMeIn, Bomgar) and Ticketing tools (ITSM, SNOW, JIRA)
• Mandatory - ITIL best practices around ServiceDesk, Incident & Request Management procedures.
• Ability to act on escalations and issues based on the Severity.
• Mandatory international client exposure
• Flexible for 24x7 rotational shifts and not ready to work from the office.
• Cross functional collaboration with all support teams, as well as system administrators and other IT departments, to address complex technical challenges
• Participate in team meetings and share insights to improve overall support effectiveness

Troubleshoot simple issues including password resets, basic network, and application issues and apply first call resolution (FCR) using Knowledge Base for simple issues