Helpdesk Support Team Lead

We build strong relationships based on highest level of integrity, quality and quality.
Key Talents provides a various rage of services to companies and individuals focusing on recruitment, training, career advisory, QA audit, IT consultancy services, QA training delivered for individuals or client’s internal teams.

Professional Knowledge
Installing, configuring and deploying workstations for new employees/broken workstations
Troubleshooting computer hardware
Assisting and instructing employees at installing and using new devices
Operating software deploying system
ZOOM App and Zoom Room Knowledge
Working with Ticket System and under SLA; Active Directory (User management, Group management, GPO, ); Office 365 (Teams, One drive, Skype, outlook, )
Knowledge with MAC iOS and support experience
Knowledge with Network (switches, TCPIP, DHCP, VPN, Troubleshoot with sniffer)
Installing network printers, troubleshooting
Checking security software installed on workstations

Requirements:
Proven work experience as a Help Desk manager more the 2 years in a large global company
Team management skills
Ability to create support process and working methodology
Customer-service oriented with a problem-solving attitude
Solid technical background with an ability to give instructions to a non-technical audience
Making sure for staff to always provide exceptional customer service
Planning and implementing office policies and procedures
Measuring and preparing reports on KPIs
High level of accuracy and attention to detail
Proven experience managing IT infrastructure and services
Hands on experience with help desk and remote-control software
Excellent written and verbal communications skills

Role
The IT Help Desk is the central point of contact for all IT related incidents and service requests. The role of the Support Technician is to provide second support for all company users. Support Technician is responsible for resolving complex support requests with computer hardware, software, meeting room and network systems, as well as meeting customer satisfaction and continuous service delivery demands. Provides research and support for new technologies to be used within our environment. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, phone, in person (for walk-in customers) and self-service.