IT Service Desk Associate Lead Consultant

Yash Technologies Private Limited; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

YASH Technologies Private Limited seeks an Associate Lead Consultant for IT Service Desk to lead a service desk team, manage incidents, and drive process improvements. This mid- to senior-level role requires strong leadership, English communication, and experience in ITIL-aligned service delivery.

You will work on knowledge management, automation initiatives, ticket reduction, and client discussions to deliver measurable value while ensuring 24x7 shift readiness and adherence to client

Qualifications

• Bachelor’s or Master’s degree in Computer Engineering or IT.
• ITIL v4 Foundation certification is preferred.
• Windows/Mac/Linux OS experience and MS Office proficiency.

Responsibilities

• Drive KPI improvement month over month.
• Lead knowledge and process management in collaboration with clients.
• Drive initiatives, CSIP, automations, and customer value additions.
• Reduce tickets and effort through effective problem solving.
• Lead client discussions on initiatives and outcomes.
• Conduct MSR/QBR and align ops with client priorities.
• Adopt benchmarking and best practices in the area assigned.
• Explore AI value addition in operations for the client.

Skills

Call taking

Team lead

Incident management

Change management

Problem management

Active Directory

OS support

O365 administration

English communication

24x7 shift

Education

Bachelors/Masters in Computer Engineering/IT

ITIL V4 Foundation

Tools

Office 365 Admin Console

Active Directory

MS Office Suite

Job description

Associate Lead Consultant - IT Service desk Job YASH Technologies is a leading technology integrator specializing in helping clients reimagine operating models, enhance competitiveness, optimize costs, foster exceptional stakeholder experiences, and drive business transformation. At YASH, we’re a cluster of the brightest stars working with cutting-edge technologies. Our purpose is anchored in a single truth – bringing real positive changes in an increasingly virtual world and it drives us beyond generational gaps and disruptions of the future. We are looking forward to hire IT Service desk Professionals in the following areas :

PRIMARY SKILLS

• 12 Years of call taking profile with core Help Desk Skills
• Experience as Team lead of Service Desk.
• Experienced in Incident Management and good understanding of Change and Problem Management
• Basic Understanding of the Enterprise IT Infra set up, NOC.
• 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

At YASH, you are empowered to create a career that will take you to where you want to go while working in an inclusive team environment. We leverage career-oriented skilling models and optimize our collective intelligence aided with technology for continuous learning, unlearning, and relearning at a rapid pace and scale. 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

Experience Level Mid Level