Associate Lead Consultant - IT Service desk Job

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