- Job Profile: Helpdesk Shift Lead.
- Need Only Immediate Joiners.
Helpdesk Shift Lead :
Responsible for providing guidance, support and training to a team of Helpdesk Analysts working a 24x5 environment.
Job Responsibilities :
- Provide assistance and support to users when workload is high or during reduced staffing levels.
- Act as a point of escalation for colleagues / end users
- Review the Incident / Request Management processes and take feedback to develop and maintain the processes and documentation
- Ensure an efficient and effective service is delivered in line with customer expectations
- Coach, develop and motivate colleagues, offer training sessions to address any gaps in knowledge
- Generate service management reports as mutually agreed from the ticketing tools
- Ensure Queue hygiene is maintained
- Conduct periodic internal audits to ensure the team is delivering quality service
- Support the IT Service Manager with people management activities including staffing, recruitment and leaves
- Be a champion to our customers
Skills Required :
- Experience: Min 3 years Knowledge of relevant call tracking applications.
- Should have good written and verbal communications skills.
- Knowledge and experience of customer service practices. ITIL Service Management.
- User support experience, including remote desktop support, Windows operating system and active directory.
- Good people management skills.