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Service Desk Lead

Company: Infosys BPM
Location: Indianapolis
Posted on: March 19, 2023

Job Description:

Job Title: Service Desk Lead

Location: Indianapolis, IN

Type: FTR (Fixed Term Resources)

Job Description:

Infosys BPM is seeking to hire a skilled and proactive Service Desk Team Lead with strong interpersonal and technical skills to operate in an enterprise client environment. You will be responsible to manage a team of technical specialists in service desk operations. The main objective of the role will be to supervise the day-to-day delivery and performance of the team. The role will also require the individual to motivate, mentor, coach and groom the team. Also responsible to ensure process & KM compliance along with meeting client and internal commitments. Responsible for managing stakeholder relationship, expectations, and escalations.
Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc. Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues. Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution. Regularly formulate and execute internal and external governance. Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets. Identify process improvement ideas, mentor team members on implementing improvement ideas/Six Sigma/Lean projects

General knowledge:

Knowledge of Customer Care Operations

Experience in managing teams

Able to coach, mentor, motivate and interact with people

Excellent verbal and written communications

Strong decision making and analytical ability

Demonstrate patience, passion for problem solving, ability to use knowledge bases, tool

Technical Skills:

Min. 2-3 yrs. experience in working in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.

Advance knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite

Advance knowledge of T/S Small Forms (iOS, Android, Windows)

Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions

Intermediate knowledge of Network collaborations & VPN T/S

Intermediate Networking knowledge

Familiarity with RDC (Remote Desktop Connection)

Qualifications Basic:

High School Diploma or GED equivalent

At least 4 years of relevant work experience

Keywords: Infosys BPM, Indianapolis , Service Desk Lead, Other , Indianapolis, Indiana

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