What are the responsibilities and job description for the Service Desk Team Lead position at Coforge?
Job Title: Service Desk Team Lead
Skills: IT Service Desk support
Experience: 3-5 Years
Location: Charleston, West Virginia
Job Type: Fulltime
We at Coforge are hiring for Service Desk Team Lead with the following skills:
- To ensure all calls are updated and resolved within SLA targets.
- To endeavor to provide an Above Customer Expectation Service Undertake first line resolution activities Participate in on-going review and maintenance of the IT Service Desk processes.
- Need Desktop support in healthcare industry.
- To take part in knowledge sharing activities to include both business and technical knowledge sharing.
- Call Management: - Deliver best practices of call management: To ensure that all calls are logged accurately within IT Service Desk Capture detail & correct information pertaining to all inbound calls.
- Shift Rotation: - To take part in a shift rotation to ensure that adequate cover is provided 7 days per week including weekends and bank holidays.
- Communication: - Writes and speaks fluently on all aspects of work and communicates effectively Actively communicate and seek feedback from colleagues and customers.
- Be proactive in working with others to improve IT Service.
- Desk customer experience General: - Undertakes any necessary training associated with the duties of the post and participates in training and development procedures Maintains confidentiality and observes data protection guidelines.
- Carries out any other reasonable duties in line with their capability.
- ITSM process Tools: - Understanding of ITSM process Understanding of Ops Ram and Service Now Hands on experience of Active directory, Exchange, O365 (new user ID creation) etc.
- Experience and personal qualities: - 3–4-year experience in IT or similar customer support/service delivery role.
- Excellent customer service skills with a high level of focus on quality Ability to communicate in a clear and professional manner Problem solving and analytical skills and ability to work under pressure.
- Excellent inter-personal skills (verbal and written) Clear understanding and interest in current and emerging.
- IT technologies Beneficial to have an awareness of the IT industry in general an understanding and interest in the use of IT within business functions.