Associate Lead Consultant - IT Service desk

We are looking forward to hire IT Service desk Professionals in the following areas :

PRIMARY SKILLS

- 10+ Years of call taking profile with core Help Desk Skills
- Experience as Team lead of 5-6 member team.
- Experienced in Incident Management and good understanding of Change and Problem Management
- Basic Understanding of the Enterprise IT Infra set up
- Basic knowledge on Active Directory.
- 6+ years experience supporting wide multiple versions of operating system
- Basic O365 Administration using Office365 Admin Console.
- Strong writing and documentation skills a must including being able to train other Engineers as and when required.
- Good knowledge on trouble shooting email client issues like Outlook.
- Excellent Hardware and software troubleshooting skills
- Good understanding in handling Microsoft office suite functionality and troubleshooting skills.
- Fluent in English, in both oral and written communication
- Good knowledge in Utility software technical knowledge such as Antivirus and others.
- 24x7 Rotational Shift, ability to working from office is preferred, location will be city with Yash Office.

DESIRABLE SKILLS

- Ability to influence others, delegate and support progress and to negotiate
- Good written and oral communication skills in English
- Logical and Analytical approach
- Able to understand the email flow issues internal & external
- End-user support, OS troubleshooting and support, Basic software troubleshooting and support (MS office, Messengers, outlook, etc. ).
- Demonstrate a high level of customer relationship skills which includes email etiquette.
- Good Communication skills, follow up skills, Willingness to work in rotational shifts
- Remote troubleshooting

ROLE AND RESPONSIBILITIES

- Driving key KPI improvement month on month
- Drive Knowledge Management , Process management, Client sign off
- Drive Key initiatives, CSIP, Automations , Customer Value additions
- Drive Ticket Reduction, Effort Reduction,
- Lead Client discussion on Key initiatives driving and outcomes
- Lead MSR/QBR , drive Ops as per Client Sensitivities and Priorities
- Understanding of Benchmarking , Best practices as per industry standard and peer companies which can be driven in the area assigned
- Understanding and adopting AI in the area of operation and able show value addition to client.
- Drive CSAT and TCSAT > 4. 5 /5

QUALIFICATIONS AND EDUCATION REQUIREMENTS

- A Bachelor s / Master s Degree in Computer Engineering, Information Technology
- ITIL V4 Foundation training or certification
- Knowledge and experience using OS like windows, Mac and Linux
- Working knowledge of MS Office (PPT, Excel, Word)
- Candidates who are confident of clearing extensive Background verification till previous Organization only shall apply

PREFERRED SKILLS

-Certification - ITIL V4, Modern Desktop administrator (MD 103)

BEHAVIORAL ATTRIBUTES

- Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets
- Excellent problem solving / troubleshooting skills
- Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations
- within stipulated time
- Explains ideas clearly and logically to others and is attentive in interactions
- Identifies the target audience for communication and carefully listens to their opinions and feedback
- Ability to work in Teams

Our Hyperlearning workplace is grounded upon four principles

• Flexible work arrangements, Free spirit, and emotional positivity
• Agile self-determination, trust, transparency, and open collaboration
• All Support needed for the realization of business goals,
• Stable employment with a great atmosphere and ethical corporate culture