Lead Service Desk

OSI Digital; Hyderabad; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

OSI Digital in Hyderabad, INDIA, is seeking an Associate Lead Service Desk – Service Desk & Account Admin with 6–10 years of experience to lead a 24x7 service desk. This role offers growth toward Lead / ServiceDesk Manager based on performance.

Responsibilities include guiding the service desk & account admin team, ensuring incident and request resolution within SLAs, and contributing to reports and SOPs. This position requires working from office in Hyderabad and availability for 24x7 shifts.

Qualifications

• 6+ years of experience in handling end user calls, incidents/service requests and application break/fix.
• Strong communication skills and customer service orientation.
• Experience with ITIL practices around ServiceDesk, Incident & Request Management.

Responsibilities

• Lead the Service Desk & Account Admin team to ensure 24/7, 365 days support.
• Oversee incident and service request resolution within SLAs and provide timely updates to customers.
• Prepare reports and metrics on service desk performance and trends.

Skills

Communication

End user support

AWS & Citrix VDI

AD & O365

PowerShell Scripting

RDP Tools

ITSM/JIRA

Tools

SNOW

JIRA

LogMeIn

Bomgar

PowerShell

Job description

Job Description:

ServiceDesk – Job Description

Job Title: Associate Lead Service Desk – Service Desk & Account Admin

Location: Hyderabad, INDIA

Experience: 6 – 10 Years

OSI Digital is looking for service desk associate lead engineers having technical and operational skills in service desk management to support systems, operational excellence while focusing on business user experience. This position will have an opportunity to grow to the next level as Lead / ServiceDesk Manager or IT Operations manager based on your experience, skillset, and performance.

Responsibilities

• Being part of the team to address Incidents and Service Requests reported by business users of 24/7 - 365 Days work environment.
• Provide leadership and guidance to the service desk & Account Admin team, ensuring efficient and effective delivery of IT support services.
• Oversee the resolution of incidents and service requests within defined service levels, ensuring timely and accurate responses to customer inquiries.
• Conduct regular performance evaluations for team members, addressing any performance issues and recognizing achievements.
• Create/ update end user guides, ServiceDesk KB’s, and SOPs.
• Prepare reports and metrics on service desk performance, including incident trends, customer satisfaction, and team productivity.
• Generate status reports/consolidated IM reports to the ServiceDesk Manager

Required Skills

• Excellent verbal and written communication skills with email etiquette and customer service skills.
• 6+ years of experience in handling end user calls, Incidents/service requests, application Break/ fix.
• Experience in AWS\Citrix VDI, AD, O365, PowerShell Scripting, VPN, OneDrive, MFA, User device management & authentication issues.
• Working experience on latest RDP tools (TV, LogMeIn, Bomgar) Ticketing tools (ITSM, SNOW, JIRA)
• Preferable - ITIL best practices around ServiceDesk, Incident & Request Management procedures.
• Ability to notify and elevate the issues based on Severity

We Are Not Looking For Someone Who Is

• Never worked with international customers and technical support.
• Never worked on end user computing issues, onboarding & offboarding on Active Directory.
• Not flexible for 24x7 rotational shifts and not ready to work from office.