Technical help desk Team Lead

DCV is a specialist consultancy providing companies around the world with first-class recruitment solutions. Our key areas of expertise lie in IT, Travel and in Engineering and Manufacturing.
We are looking for local IT talent and we are eager to meet you! 

Today, the corporate landscape is dynamic, and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.

We assure that your career will never stand still, we will inspire you to build what’s next and we will navigate further together. Our journey of learnability, values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people.

Roles and Responsibilities:
• Responsible for leading a team of Technical help desk members between 10-15 members
• Client Management & Coordinating with the other team leads of other development teams
• Responsible for supporting basic ongoing business requirements such as helpdesk support, password reset services, calls and chat services
• Manage and monitor performance for the Supplier Team on the metrics /SLA’s agreed mutually between Supplier & BHI
• Transition Coordination – Process definition & documentation, SOW/Metric determination, Process Training & Certification
• Operations – Resource Planning, manpower training, Work Allocation
• SLA & Process Compliance
• Governance Compliance
• Knowledge Management
Skills /Competencies

• Good knowledge and experience in ticketing procedure, prioritization of tickets, experience on common ticketing tools – Service Now, BMC Remedy, etc.
• Good People and Client Management skills.
• Understanding of common computer hardware & common technical terminology
• Good listening skills - ability to understand ambiguous information, probe and consolidate into useable data
• Ability to handle escalations
• Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools
• Fluent in spoken and written English. Able to converse and provide technical support in English
• Willingness to work in shifts on Weekdays & weekends (rotational shift), 24/7 Operations

Preferred

Educational Qualifications:
• Graduate / Technical Qualification Preferred
• 3-4 years. With experience in handling helpdesk / service desk operations

Salary: 5000-6000 roni/month