Associate Lead Consultant - IT Service desk

PRIMARY SKILLS

• 10+ Years of call taking profile with core Help Desk Skills
• Experience as Team lead of 5-6 member team.
• Experienced in Incident Management and good understanding of Change and Problem Management
• Basic Understanding of the Enterprise IT Infra set up
• Basic knowledge on Active Directory.
• 6+ years’ experience supporting wide multiple versions of operating system
• Basic O365 Administration using Office365 Admin Console.
• Strong writing and documentation skills a must including being able to train other Engineers as and when required.
• Good knowledge on trouble shooting email client issues like Outlook.
• Excellent Hardware and software troubleshooting skills
• Good understanding in handling Microsoft office suite functionality and troubleshooting skills.
• Fluent in English, in both oral and written communication
• Good knowledge in Utility software technical knowledge such as Antivirus and others.
• 24x7 Rotational Shift, ability to working from office is preferred, location will be city with Yash Office.

DESIRABLE SKILLS

• Ability to influence others, delegate and support progress and to negotiate
• Good written and oral communication skills in English
• Logical and Analytical approach
• Able to understand the email flow issues internal & external
• End-user support, OS troubleshooting and support, Basic software troubleshooting and support (MS office, Messengers, outlook, etc.).
• Demonstrate a high level of customer relationship skills which includes email etiquette.
• Good Communication skills, follow up skills, Willingness to work in rotational shifts
• Remote troubleshooting

ROLE AND RESPONSIBILITIES

• Driving key KPI improvement month on month
• Drive Knowledge Management , Process management, Client sign off
• Drive Key initiatives, CSIP, Automations , Customer Value additions
• Drive Ticket Reduction, Effort Reduction,
• Lead Client discussion on Key initiatives driving and outcomes
• Lead MSR/QBR , drive Ops as per Client Sensitivities and Priorities
• Understanding of Benchmarking , Best practices as per industry standard and peer companies which can be driven in the area assigned
• Understanding and adopting AI in the area of operation and able show value addition to client.
• Drive CSAT and TCSAT >4.5 /5

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• A Bachelor’s / Master’s Degree in Computer Engineering, Information Technology
• ITIL V4 Foundation training or certification
• Knowledge and experience using OS like windows, Mac and Linux
• Working knowledge of MS Office (PPT, Excel, Word)
• Candidates who are confident of clearing extensive Background verification till previous Organization only shall apply

PREFERRED SKILLS

•Certification – ITIL V4, Modern Desktop administrator (MD 103)

BEHAVIORAL ATTRIBUTES

• Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets
• Excellent problem solving / troubleshooting skills
• Displays awareness of customers’ stated needs and gives priority to meeting and exceeding customer expectations
• within stipulated time
• Explains ideas clearly and logically to others and is attentive in interactions
• Identifies the target audience for communication and carefully listens to their opinions and feedback
• Ability to work in Teams