Service Desk Lead End User Computing

Location

Mumbai | India

Job description

Overview:

The Service Desk Lead End User Computing plays a crucial role in leading the service desk team to provide exceptional technical support and customer service to end users within the organization. They are responsible for ensuring smooth operations timely incident resolution and overall end user satisfaction.

Key Responsibilities:

• Lead and supervise the service desk team in providing first and second level technical support for end user computing issues
• Implement and maintain service desk procedures processes and documentation
• Oversee incident problem and request management processes to ensure timely resolution
• Monitor and analyze service desk performance metrics and implement improvements as needed
• Collaborate with other IT teams to escalate and resolve complex issues
• Should have experience in Intune or Endpoint configuration
• Should have end to end knowledge about process to manage BAU operations Asset FAR PAV etc
• Should have experience to manage 2000 End Points
• Should have experience to manage 4000 Users

Required Qualifications:

• Bachelors degree in Information Technology Computer Science or related field
• 10 years of experience in technical support with at least 5 years in a leadership role
• Proficiency in ITIL framework and service desk management
• Strong knowledge of end user computing technologies and platforms
• Excellent troubleshooting and problemsolving skills
• Exceptional customer service and interpersonal skills
• Solid understanding of incident and request management processes
• Effective communication and team management abilities
• Certifications such as ITIL HDI or Microsoft are a plus
• Ability to work well under pressure and handle multiple priorities

leadership,itil,troubleshooting,customer service,communication,technical support,customer,bau

Job tags

Salary