Job Description
We are hiring a talented SD Shift Lead professional to join our team. If you're excited to be part of a winning team, Zensar is a great place to grow your career. You'll be glad you make the right choice to join us.
- Total : 6 - 9 years experience in Help Desk, Information Management, or Customer Service delivery field
- Relevant : 1-2 years of supervisory experience in managing technical Service desk or technical call center
- Provide technical expertise to the Service desk team
- Act as technical liaison between Service desk and IM support groups
- Maintain technical skill continuity and consistency of Service desk staff
- Ensure continuous improvement of services provided by the Service desk
- Provide telephone support to customer end users
- Provide Problem Management System support activities
- Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD
- Includes preparation of Service desk staff to support new technology
- Maintain skills inventory of Service desk analysts and Work Request coordinators:
- Evaluate technical skills
- Develop and maintain Training Plan
- Liaison between Service desk and other groups on technical support issues:
- Proactively work with other groups on normal process support issues
- Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process
- Update, organize, create an easy electronic access to all Service desk documentation, including manuals, scripts, processes, process flow charts
- Notification Escalation list, Service desk weekly schedule, support documentation, etc.
- Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool.
- Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out.
- Develop processes to streamline the daily functioning of the Service desk including:
- Work distribution
- Monitoring phone queue and email box
- User follow-up
- Closing tickets
- Maintaining front end message
- Work closely with Service desk manager to implement technical action items related to the Service desk
- Assist Service desk manager in analyzing Service desk group and individual statistics:
- Ensure implementation of BOP (Best Operating Practices) in the Service desk
- Establish communication link with other zones relative to technical and support environment
- Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process.
- Manage small Service desk related projects.
- Backup Service desk Manager when Service desk Manager is out.
- Documentation of Service desk processes
- Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end users
- Route problems to internal IM support staff
- Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution
- Administer and provide User Access and Exit controls
- Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention
- Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management
Must Have's
- Phone support experience necessary.
- Technical Service desk or technical call center experience is necessary.
- Disciplined, systematic problem solving skills required.
- Hands-on work experience with the following:
- Windows Operating systems
- Clients: Windows 10, Windows7, Windows Vista, Windows XP, Windows 2000
- Knowledge of Active Directory, Exchange 2003/2007
- ITSM ticketing tools such as ServiceNow, Remedy, HP Service Center, Peregrine Service Center
- User account creation for Active Directory, Exchange Mailboxes, Distribution lists
- Remote desktop connectivity applications like SCCM,Teams, Bomgar, WebEx, Live Meeting, and Windows Native tools.
- MS Office Suite (XP, 2003, 2007, O365): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
- Internet browsers (e.g. Explorer, Edge, Chrome, Firefox),
- VPN and remote dial-in users
- Support for laptop, desktops, and printers
- PDA, iPhone, Android and blackberry support
- Others: Adobe Acrobat and other common desktop applications like WinZip, etc.
- Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills
- Good working knowledge of MS OFFICE (Including MS Project and Visio)
- Should have a great customer handling skills
- Able to handle unforeseen situations
- High level of acceptance
- Can drive Zensar's value and its methodology
- Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
- Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
- Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
- Ability to learn new information quickly and the willingness to do so at all times.
- Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.
Good To Have
- Demonstrates knowledge on Quality Management Program.
- Preferred MCP/MSCE/MSCA/MCITP or HDI CSS
- ITIL knowledge of V2 or V3 or V4 especially on Service Desk, Incident, Problem, and Change Management preferred
