Should have at least 6 -7 years of experience of working in Helpdesk & managing a team of 5 -6 IT floor support.
Manage the performance of services to customers (24 x 7, 365 days per year).
Ensure that service levels are achieved in line with contracts and that customers expectations are met or exceeded.
Ultimate responsibility for ownership of all customers incidents or logged service requests during the shift.
Track the incidents to conclusion in line with SLAs and quality standards;
Manage critical customers incidents, associated to customer communication, activities and any appropriate escalations.
Manage user and computer accounts using ADSIEit and NTDSUtil.
Manage access to resources, design Group Scope and OU.
Manage the user, computer environment by using Group Policy.
Manage and monitor DHCP, Allocate IP addressing by using DHCP, Design DHCP scope.
Web Servers, Updation of Windows Patches and Anti-Virus, Overall Performance monitoring, Routine backups Monitor compliance.
Strong troubleshooting experience in Desktops, Laptops & Windows OS.
Provide information about incidents analysis and KPIs.
Build services relationship with customers and conduct service reviews for key customers, Review performance reports, service improvements, service quality and processes.
Provide management and performance reports & Team Roster.
Ensuring Call monitoring procedure is managed for Service Desk tools.
Intermediate Skills on Ms Exchange / Active Directory services, Win 2013 Serverwith good exposure to MS Outlook & other office related applications.
Coordinate the service desk team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members.
Showcase good interpersonal skills for customer relations.
Ability to work under pressure.
Must have good leadership skills to carry people along.
Must be knowledgeable about service desk system and IT tools.
Must have good judgment in handling serious customer problems.
ITIL Service Delivery qualification is highly appreciated;
At least 2-3 years experience of managing a Service Desk.
Proficiency in English.
Must be MCSE Certified & have good knowledge of ITIL Processes.
Virtela is the world's largest independent managed network, security, and cloud... services company. Virtela offers an award-winning suite of services - including managed networks, security, application acceleration, mobile device management and IT infrastructure management to the fastest growing mid-market and Fortune 500 companies around the world. Read full description