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Team Lead , Associate Team Lead , for IT Helpdesk (2-5 years)-Black & White Business Solutions
Job Description :
Responsibilities:
- Manage and lead Tier 1 Support Team in the day to day operational support in 24/7 operations (US centric hours)
- Manage and lead communications between Service desk and the Resolver Groups
- Interface directly with Tier 1 Support Agents and help resolve technical and process issues
- Actively work with Customer & Customer Representatives to communicate corporate business partner needs (requirements and escalations)
- Provide technical escalation support to Tier 1 Support Agents
- Attend daily and weekly team meetings with Service desk management and Tier 2/Tier 3 teams across geographies
- Provide training and education to Tier 1 Agents as required
- Strategically manage the Tier 1 Support team
- Manage and Lead the daily/weekly/monthly Reporting and metrics – both Internal & Client requirements
- Manage, track and communicate daily Service desk issue log report
- Provide written status updates, issue summaries and communications to management as needed
- Manage & Lead the Training & Mentoring of new hires on the Tier 1 Service desk team
- Participate in the Quality Assurance program and audit team members as assigned
Essentials:
- ITIL Certified
- Thorough knowledge on IT Service desk operation
- 5+ Years of Service desk Operational experience
- Excellent Communication Skills
- Experience in Reporting and Analytical presentations
- BFSI Exposure preferred
- Expertise in Lotus Notes/ MS Outlook or MS Office (2007 and above)
For Further queries please connect with me on or email your resume to arun @ blackwhite.in
About Company :
Black and White. There can be no shades of grey in between. We can never leave things to chance. Everything has to be well defined. Presenting Black and White – your comprehensive Human Resource Partner – that understands you and meets your needs and expectations, right on time and every time. Now a days Human Resource Management is the most important process of every business. Most businesses fail, because they don’t hire the right people. Finding ideal resources is like sifting for a needle in the haystack
How is it then possible to find the right resource for your company? Do you need to resort to spending huge amounts of money on advertisements to find your ideal candidate? Or do you have to resort to paying astronomical fees for hiring a plausible recruit ?
Whatever be your recruitment strategy and seriously with due respects to your capabilities; what you get is all a game of chance. Well when you recruit what you think is the right candidate – and land up with the wrong one – it usually affects your business not only in terms of time lost, but also in terms of cost.
This is a never ending cycle. What you do best is your business. What we do best is our business
How is it then possible to find the right resource for your company? Do you need to resort to spending huge amounts of money on advertisements to find your ideal candidate? Or do you have to resort to paying astronomical fees for hiring a plausible recruit ?
Whatever be your recruitment strategy and seriously with due respects to your capabilities; what you get is all a game of chance. Well when you recruit what you think is the right candidate – and land up with the wrong one – it usually affects your business not only in terms of time lost, but also in terms of cost.
This is a never ending cycle. What you do best is your business. What we do best is our business
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