Service Desk Lead

Summary:

We are looking for a dynamic and passionate to quickly learn new things Tech- Savy Lead IT Service Operations Specialist with a minimum of 8-10 years' experience in IT service management (Incident, Service requests, knowledge) and has excellent communication skills to support users over voice, chat and email with a strong hold in IT hardware and software troubleshooting's and analytical skills, exhibits excellent customer service skills, flexible to work in shifts and has experience to manage team of 10-25 members with strong leadership skills.

Qualification Requirements:

Tertiary qualified in IT or in a business-related discipline which must include specific studies in relation to Information Technology – preferably a graduate in Computer Science

Roles & Responsibilities :

Provide First level of voice and email support for all IT ServiceDesk tickets and resolve all the Incidents and tasks with in SLA and if required can escalate and clearly communicate the problems to next level

Maintain SLA of 98.9% in resolving incidents

Build/Deploy/maintain desktops/laptops with required operating systems and other application software’s as per business request

Ensure all end user computing devices are up to date with Anti-virus and scheduled to run weekly scans

Ensure to run daily performance reports and analyze data to achieve the required targets in resolving incidents and tasks

Facilitate necessary documentations and training as and when processes changes and Train resources that are under performing

Follow ITIL processes and procedures

Always ensure to maintain and follow IT security guidelines while supporting end users

Experience & Exposure Requirements:

Minimum with 8-10 years of experience into overall IT

A minimum of 4 years’ experience as a System administrator supporting large scale of windows 10 environment with at least 500-1500 end points along with Strong troubleshooting skills on Microsoft based server operating systems with emphasis on Windows server 2016 and windows 2019

Minimum 2 years of good hands on experience in administration of MS Exchange on-prem and Exchange O365 cloud services with extensive knowledge on Office licenses

Minimum 3 years of Strong hands on experience in troubleshooting issues related to Outlook, Shared mailboxes, public folders and permissions issues.

Minimum of 3 years hands on experience in managing more than 15 members of support team, that supports over voice and email

Strong analytical skills in generating and understanding reports in ServiceNow

Hands on experience in maintaining and troubleshooting VMware vSphere, VCenter VDI and Citrix environment

Hands on experience in managing any of call center software solutions (Masergy, Avoxi)

Very good experience in managing user accounts and distribution groups in AD, Exchange and O365

Strong exposure in troubleshooting networking skills ( LAN/WAN/Wi-fi) and VPN client connectivity

Strong understanding of Antivirus, spyware and malware detection and prevention methods

Good understanding of DNS, DHCP, File server, print server

MCP and MCSE certification would be highly desirable.

Excellent telephone manner and language communication skills

Experience using and configuring processes within a modern IT System Management tool such as ServiceNow highly desirable

Implemented and followed ITIL processes and IT security compliances

Ability to organize and follow complex and/or detailed technical procedures

Ability to participate in issue review and make recommendations for routine problem solutions

Ability to document solutions that solve client problems and clearly present these solutions

Ability to independently resolve routine and non-routine problems

Ability to solve problems and perform diagnostics on software and/or hardware

Ability to communicate and interact with clients and internal partners to solve problems

Possess strong leadership skills to drive the team in all terms and stand as a example to others as an individual and as a leader

Ability to solicit relevant information from incident reporters in order to sufficiently describe problems to internal partners and effectively communicate solutions and status to client

Knowledge of technology principles and terminology associated with the work unit and area of responsibility (including Windows, Internet)

Ability to work independently as well as cooperatively as part of a team.

Early morning, evening or weekend hours may be required as needed.

Essential Skills / Competencies:

Strong experience in managing Windows 10

Managing accounts and groups in Active directory

MS O365 administration and on prem exchange knowledge

Azure AD and DNS services

MS Intune Autopilot

MS office 2013/2016/O365

MacAfee

VMware VDI, Citrix Thin clients

Ticketing system (Service now)

Change Management Process and procedures

ITIL best practices

Preferred Skills / Competencies:

ITIL V3/V4 certified

MCSE or MCSA

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.