General Description ---Team Leader Job description for Service Desk Shift Lead profile. Responsibilities Provide technical expertise to the Service desk team • Act as technical liaison between Service desk and IM support groups • Maintain technical skill continuity and consistency of Service desk staff • Ensure continuous improvement of services provided by the Service desk • Provide telephone support to customer end users • Provide Problem Management System support activities • Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD • Includes preparation of Service desk staff to support new technology • Maintain skills inventory of Service desk analysts and Work Request coordinators: • Evaluate technical skills • Develop and maintain Training Plan • Liaison between Service desk and other groups on technical support issues: • Proactively work with other groups on normal process support issues • Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process • Update, organize, create an easy electronic access to all Service desk documentation, including manuals, scripts, processes, process flow charts • Notification Escalation list, Service desk weekly schedule, support documentation, etc. • Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool. • Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out. • Develop processes to streamline the daily functioning of the Service desk including: • Work distribution • Monitoring phone queue and email box • Vendor management and follow-up • User follow-up • Closing tickets • Maintaining front end message • Work closely with Service desk manager to implement technical action items related to the Service desk • Assist Service desk manager in analyzing Service desk group and individual statistics: • Ensure implementation of BOP (Best Operating Practices) in the Service desk • Establish communication link with other zones relative to technical and support environment • Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process. • Manage small Service desk related projects. • Backup Service desk Manager when Service desk Manager is out. • Documentation of Service desk processes • Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end users • Route problems to internal IM support staff • Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution • Administer and provide User Access and Exit controls • Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention' • Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management
Technical Requirements • Phone support experience necessary. • Technical Service desk or technical call center experience is necessary. • Disciplined, systematic problem solving skills required. • Hands-on work experience with the following: • Windows Operating systems • Clients: Windows7, Windows Vista, Windows XP, Windows 2000 • Servers: Windows 2000, Windows 2003, Windows 2008, • Knowledge of Active Directory, Exchange 2003/2007 • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center • User account creation for Active Directory, Exchange Mailboxes, Distribution lists • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio • Internet browsers (e.g. Explorer, Chrome, Firefox), • VPN and remote dial-in users • Support for laptop, desktops, and printers • PDA and blackberry support • Others: Adobe Acrobat and other common desktop applications like WinZip, etc.
Soft Skills • Excellent communication and conversation skills (Verbal and Written) • Good documentation skills • Good working knowledge of MS OFFICE (Including MS Project and Visio) • Should have a great customer handling skills • Able to handle unforeseen situations • High level of acceptance • Can drive HCL’s value and its methodology
Other Skills / Experience • Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone • Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must. • Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared. • Ability to learn new information quickly and the willingness to do so at all times. • Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week. • Customer Focus • Teamwork • Technical Expertise • Interpersonal Effectiveness • Concern for Order and Quality
Years of Experience • Total : 3 - 4 years’ experience in Help Desk, Information Management, or Customer Service delivery field • Relevant : 1-2 years of supervisory experience in managing technical Service desk or technical call center
Certification requirements • Preferred MCP/MSCE/MSCA or HDI CSS • ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred