Service Desk Team Lead

Role & responsibilities

Job description

Job Summary

The Last Mile Appointment Service Analyst is responsible for coordinating and delivering remote and appointment-based support services for new hire onboarding, device replacements, compliance remediation, and endpoint configuration activities. The role ensures successful user onboarding through appointment scheduling, device validation, setup assistance, troubleshooting, documentation, and closure while delivering an exceptional end-user experience.

Key Responsibilities

Appointment Management

• Schedule and manage onboarding, replacement device, and remediation appointments using Microsoft Bookings.
• Coordinate with HR, hiring managers, requestors, and end users to confirm appointment availability.
• Send appointment reminders and ensure timely attendance.
• Handle appointment rescheduling and no-show scenarios following established contact procedures]

User Onboarding & Device Setup

• Support new hire onboarding and replacement device configuration.
• Verify user details, start date, asset information, serial numbers, and delivery status before setup.
• Perform remote device setup and configuration activities.
• Configure and validate Outlook, Teams, OneDrive, VPN, Okta, Netskope, and approved business applications.
• Conduct functionality testing for audio, video, camera, microphone, and screen sharing.

Customer Experience

• Deliver high-quality customer service during appointment sessions.
• Communicate professionally with users through phone, email, and Microsoft Teams.
• Ensure users are successfully onboarded and productive upon completion of the appointment.

Required Skills

Technical Skills

• Windows 10/11 and macOS support
• Microsoft 365 (Outlook, Teams, OneDrive)
• VPN and remote connectivity troubleshooting
• Identity and access tools (Okta/MFA)
• Endpoint configuration and device provisioning
• ITSM tools such as ServiceNow

Soft Skills

• Excellent verbal and written communication
• Strong customer service orientation
• Time management and scheduling coordination
• Attention to detail and documentation accuracy
• Problem-solving and troubleshooting skills

Qualifications

• Bachelor's degree or equivalent experience.
• 2-5 years of Service Desk, EUC, Desktop Support, or Appointment Support experience.
• Experience supporting onboarding and endpoint configuration activities preferred.
• Knowledge of Microsoft Bookings and ITSM ticketing tools is desirable.

Key Performance Indicators (KPIs)

• Appointment Attendance Rate
• Appointment Completion Rate
• First-Time Setup Success Rate
• User Satisfaction (CSAT)
• SLA Compliance
• Ticket Documentation Accuracy
• Appointment Backlog and Aging
• Productivity (Appointments completed per day)

Preferred Experience

• Remote onboarding support.
• Device replacement and migration projects.
• Enterprise desktop support environments.
• Microsoft 365 and endpoint management platforms.

Role: Other