Service desk Lead

• Provide technical expertise to the help desk team ·
• Act as technical liaison between help desk and IM support groups ·
• Maintain technical skill continuity and consistency of help desk staff ·
• Ensure continuous improvement of services provided by the help 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 help desk staff to support new technology ·
• Maintain skills inventory of help desk analysts and Work Request Co-ordinators: ·
• Evaluate technical skills ·
• Develop and maintain Training Plan ·
• Liaison between help 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, organise, create an easy electronic access to all help desk documentation, including manuals,scripts,processes,process flow charts, notification Escalation list, help 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 help 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 help desk manager to implement technical action items related to the help desk ·
• Assist help desk manager in analysing help desk group and individual statistics: ·
• Ensure implementation of BOP (Best Operating Practices) in the help 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 help desk related projects. ·
• Backup help desk Manager when help desk Manager is out. ·
• Documentation of help 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

4- 6 years experience in Help Desk, Information Management, or Customer Service delivery field

Relevant : 1-2 years of Shift Lead experience

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, * Technical helpdesk 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 learn new information quickly ·
• Ability to integrate as a cross-functional, team player ·
• Personal dedication to providing high quality, superior service ·
• Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call via pager during the week ·
• Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.
• Customer Focus ·
• Teamwork ·
• Technical Expertise ·
• Interpersonal Effectiveness ·
• Concern for Order and Quality

Pulled from the full job description

• AD&D insurance
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Employee assistance program, A candidate’s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

Pay: $63,000.00 - $112,000.00 per year

HCLTech is a global technology leader with a diverse team of over 227,000 professionals across more than 60 countries. We specialize in delivering innovative digital, engineering, cloud, and AI solutions to clients across a wide range of industries, including financial services, manufacturing, healthcare, and telecommunications. Our mission is to harness the power of technology and our people to drive sustainable progress worldwide.