LTIMindtree Looking for Service Desk Lead at Hyderabad, Telangana, India Full Time

LTIMindtree is Hiring !!

Experience

• Overall 6-8 years of experience within service desk/helpdesk out of which at least 1-2 years as an on paper Shift Lead in a customer facing role. Managing a team of at least 12-15 L1/L2 engineers

Key Responsibilities

• Regular 1-0-1 discussions with the L1/L2/SME for performance, training needs, growth and career development

• Publishing team stats to the engineers regularly and ensuring timely feedback is given

• Client interaction for process improvement suggestion, weekly meetings, discussions etc.

• Scrub data for variance positive or negative in SLA/KPI and other metrics

• Coordinate with service desk and other resolver groups to ensure the technical/process issues being faced by the engineers are resolved

• Conduct regular team huddles and share important information with respect to process/procedures

• Coordinate with the PM to assign duties/tasks for short term project activities, ensuring timely completion and capturing specific observations

• Ensuring knowledge management process is followed and any new solution is kept updated within the knowledgebase. Also participating in reviewing existing KBs for updates/changes

• Other organizations level responsibilities like participating in hiring drives, interviews, training activities, performance appraisals, etc.

• Team rewards and recognition, appreciation to keep existing engineers motivated

• Tracking SLA/KPI/backlog etc. to ensure these are green and in control

Knowledge & Skills

• Sound knowledge of ITIL Methodologies & best practices

• Good working knowledge of MS-Word, Excel, PowerPoint and Outlook, Visio, etc.

• Technical knowledge of Windows OS – various versions, O365, Active Directory, Citric, VMWare, basic Networking knowledge

• Hands on experience of working on ITSM tools like – Manage Engine, ServiceNow, BMC Remedy, etc.

• Excellent customer handling skills, fluent in written and verbal communication

• Excellent training, coaching and mentoring skills

• Ability to communicate at all levels across the business.

• Quick learner and understand the nitty-gritties of a complex working structure

• Good interpersonal skills, time management and metrics management

• Ability to multitask and work under pressure in a high paced and changing environment

• Ability to identify process gaps and suggest improvements

Education

• College degree

• ITIL Certification preferred