Service Desk Lead
3 weeks ago
Job Scope:
· Provide 24 X 7 support on call handling, response to emails for multiple projects.
· Working 12 hours night shift.
· Provide cloud infra and applications monitoring.
· Perform troubleshooting on incident.
· Handle all categories of ITSM tickets using the ITSM system such as Service Request, change request and logging incident tickets to ITSM.
· Handle incident created from event generator.
· Generate ad-hoc ITSM reports required by customer.
· Escalation of incidents to the appropriate engineers.
· Broadcasting of messages.
· Handle calls from Amazon Connect.
· · Handle small team of L1 support executives and submit weekly status reports to customer.
· Willingness to learn and take up new challenges.
Requirements:
· Should possess at least a diploma in Computer Science or computer Engineering.
· Relevant certification in IT such as MCSE/MCSA
· Certified in at least ITIL V3 AND above.
· Must be able to speak English fluently and write proper English.
Minimum Years/Area of Experience
· Minimum 7 years of experience in system administration and handling a small team of service desk support executives.
· Experience in
o Working on AWS Platform.
o Familiar with AWS Cloud Watch / System Manager for monitoring.
o Resolve, restore and re-run failed backup issue.
o Perform escalation on incident.
o Familiar with ITSM Tool and able to categorize ticket correctly.
o Customer like and able to handles calls in a professional manner.
Tell employers what skills you haveOutlook
Troubleshooting
Microsoft Office
Hardware
Work Well Under Pressure
ISO
Logging
Service Desk
Time Management
Windows
System Administration
SaaS
Mobile Devices
Commercialization
Customer Management
Service Level Management
ITIL
Technical Support
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