What are the responsibilities and job description for the Service Desk Lead position at Quinnox?
Job Description:
- Receives and handles requests for service, following agreed procedures.
- Promptly attends calls and escalates to appropriate team members if required
- Understand and interpret user problems and identify solutions and possible side effects, providing an alternate solution if not possible from the system.
- Escalates complex or unresolved incidents with the team or outside the team.
- Maintains records, informs users about the process, and advises relevant persons of actions taken.
- Acts as the routine contact point, receiving and handling requests for support.
- Provides second or third-line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
- Contributes to the creation of support documentation.
- Maintains policy, standards, and procedures for service desk functions.
- Maintains and monitors hardware/software inventory database to ensure compliance
- Track and renew hardware and software maintenance agreements and warranties.
- Aware of the ITIL process
- Ensures and works towards achieving 100% customer satisfaction
- Works independently with limited handholding from seniors.
- Provides regular updates and collaborates with team members.
- Ready to start working early ( to overlap with IST time zone ).
Job knowledge/technical skills –
Possesses significant current technical knowledge of IT hardware and software support
Should have a working knowledge of a few of the below technologies-
- Knowledge of ticketing tool and experience of working as an IT support in an organisation
- Knowledge of Endpoint security tools like Sophos,Sentinel, Proxy etc.
- Endpoint Management tools like Desktop Central, (Good To Have)
- Aware of patching of the endpoint. (Must Have)
- Mobile Device Management Tools like Air Watch, Intune, Soti, etc. (Good to Have)
- Good working experience with Mac OS (Good to Have)
- Knowledge of Microsoft Office application suite. (Must Have)
- Knowledge of configuring and troubleshooting Outlook, MS Teams, and OneDrive clients (Must Have)
- Knowledge of basic LAN & WIFI and troubleshooting. (Must Have).
- Monitoring alerts/ Reporting link down with local service provider and follow escalation matrix for restoration, in coordination with Network team
- Good troubleshooting skill
- Knowledge of Servers and Server hardware