Helpdesk Lead

Bahwan Cybertek Group; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Bahwan Cybertek Group in Mumbai seeks aSenior Technical Support Team Lead to drive service desk operations and guide a team delivering end-user support for computer systems, hardware and software.

The role requires strong incident management, documentation, and training skills, with experience in leading teams and solving customer issues across phone, email, or in person. On-site work in Mumbai with ITIL expertise preferred.

Qualifications

• MCP/MSCE/MSCA or HDI CSS ITIL knowledge, especially on Service Desk, Incident, and Problem management.
• Leading teams to provide technical assistance and support related to computer systems, hardware, or software.
• Technical helpdesk and call center experience.
• Disciplined, problem solving approach towards customers and ability to guide team members.
• Responds to queries by phone, email, or in person; run diagnostic programs; isolate problems and implement solutions.
• Write training manuals, train users, maintain reports; must have used incident tracking systems.
• Route problems to next level support; strong communication and documentation skills.
• Customer focus, technical expertise and team leadership.

Responsibilities

• Lead technical support teams to deliver service desk operations.
• Respond to user queries via phone, email, or in person and diagnose issues.
• Document issues and maintain reports using incident tracking systems.
• Route problems to higher support levels and guide end users.
• Train users and write training manuals.

Skills

Technical Support Team Leadership /

Incident Management, Customer Support

Education

MCP/MSCE/MSCA or HDI CSS ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem management

Job description

• Leading teams to provide technical assistance and support related to computer systems, hardware, or software.


• Technical helpdesk and call center experience.


• Disciplined, problem solving approach towards customers and ability to guide team members


• Responds to queries either phone or email or in person, run diagnostic programs, isolate problem, and determine and implement solution.


• Write training manuals, train users, maintain reports, must have used incident tracking systems etc.


• Route problems to next level support. Good communication skills, documentation skills, ability to handle end users and unforeseen situations.


• Customer focus, technical expertise and team leader.

• MCP/MSCE/MSCA or HDI CSS ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem management


• Leading teams to provide technical assistance and support related to computer systems, hardware, or software.


• Technical helpdesk and call center experience.


• Disciplined, problem solving approach towards customers and ability to guide team members.


• Responds to queries either phone or email or in person, runbdiagnostic programs, isolate problem, and determine and implement solution.


• Write training manuals, train users, maintain reports, must have used incident tracking systems etc.


• Route problems to next level support. Good communication skills, documentation skills, ability to handle end users and unforeseen situations.


• Customer focus, technical expertise and team leader.

Primary Skills:

• Technical Support Team Leadership / Service Desk Operations Management

Secondary Skills:

• Incident Management, Customer Support & End-User Troubleshooting