- Will be responsible for operation.
- Operational Induction to the new team member
- Preparing Desktop team Shift Roster & ensure staffing is as per rooster.
- Creating / Updating Documentation, knowledge database and SOP's
- SPOC for Desktop support function during the shift.
- Monitor service call queue
- Attend S1 User calls.
- Attend High Priority & Level 2 calls.
- Provide technical support to L1 Desktop Engineers.
- Take over unresolved calls if L1 support engineers are busy with other calls and resolve. In case of non-resolution, escalate to concerned stakeholders / vendors.
- Fill in the gap in case of breaks for helpdesk agents.
- Ensure calls are updated with meaningful & correct data and on time.
- Follow-up on the activities assigned to desktop team on the floor.
- For any con-call with onshore or offshore TL should participate calls as & when required.
- Verify the Helpdesk related report, ensure timely outage communication (SMS/Mail)
- TL should review the quality of the tickets logged/updated in Service Desk as well as in Service Center.
- Monitor effective vendor management.
- End-user Communication (in case of delays, updates, etc).
- Inter-Team Communication and Knowledge Sharing.
- Timely Submission of Desktop related activities.
- Maintains integrity, security and confidentiality of all sensitive information and the physical security of the customer operations.
- Informs Management of security breaches
- Adheres to "Standards of Business conduct"
- Awareness of Information sharing.
4 - 6 years’ experience.Bachelor of computer science or any relevant certificates.Basic understanding of software, hardware and peripheralsAwareness of IT assets and taggingEnglish is a must.Excellent verbal, written communication and interpersonal skills.Must be able to effectively handle multiple projects simultaneously in a deadline driven environment.