Lead - ServiceDesk

Position: Lead - ServiceDesk
Years of Experience:  7 to 8 years
Location: Hinjewadi Phase 1, Pune
Timing: 12:30am IST to 9:30pm IST 
Skills Stack: Network Engineer
Required Technical Skills & Roles Responsibility

  • Handling of service desk function effectively - ticket assignment, monitoring and closing.
  • Handling ISO, ISMS and ITIL processes with reference to IT infrastructure areas, maintaining documentations
  • Preparing for ISO audits for ITSM processes Informing end users for the schedule maintenance activities and documenting the responses on the action plan needed for IT / IS team Assisting SAM (Software Asset Management) group in collection of software requirements and documenting the same for further actions Coordinate with IT / IS team for the user reported issues and liaison with technicians on resolving the same Coordinating with relevant stakeholders to discuss on the infrastructure needs, schedules and follow up with end users to execute the same Maintaining accurate and up-to-date records of system movement, system relocation, swapping, de-allocation, Available machine in inventory, hardware/software upgrades.
  • Handling change requests, SLA in coordination with technician and document the same whenever necessary generating the required IS reports
  • Closely monitoring the progress on the task assigned to technicians and assisting them to provide/exchange the required information.
  • Act as liaison with Project Team in expediting system related information.
  • Experience of handling supporting staff
BE, Btech, MCA
Hinjewadi Phase-1, Pune
Job Status: