Team Leader

HCLTech is a global technology company, home to more than 218,000 people across 59 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Provide technical expertise to the help desk team

· Act as technical liaison between help desk and IM support groups

· Maintain technical skill continuity and consistency of help desk staff

· Ensure continuous improvement of services provided by the help desk

· Provide telephone support to customer end users

· Provide Problem Management System support activities

· Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD
· Includes preparation of help desk staff to support new technology

· Maintain skills inventory of help desk analysts and Work Request Co-ordinators:

· Develop and maintain Training Plan

· Liaison between help desk and other groups on technical support issues:

· Proactively work with other groups on normal process support issues

· Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process

· Update, organise,create an easy electronic access to all help desk documentation, including manuals,scripts,processes,process flow charts, Notification Escalation list, help desk weekly schedule, support documentation, etc.

· Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool.
Maintain an analyst-wise tracker for the call monitoring carried out.
· Develop processes to streamline the daily functioning of the help desk including:

· Monitoring phone queue and email box

· Vendor management and follow-up

· Maintaining front end message

· Work closely with help desk manager to implement technical action items related to the help desk

· Assist help desk manager in analyzing help desk group and individual statistics:

· Ensure implementation of BOP (Best Operating Practices) in the help desk

· Establish communication link with other zones relative to technical and support environment

· Manage small help desk related projects.

· Backup help desk Manager when help desk Manager is out.

· Documentation of help desk processes

· Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end users
· Route problems to internal IM support staff

· Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution
· Administer and provide User Access and Exit controls

.Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management

Phone support experience necessary.

· Technical helpdesk or technical call center experience is necessary.

· Windows Operating systems

· Windows7, Windows Vista, Windows XP, Windows 2000

· Servers: Windows 2000, Windows 2003, Windows 2008,

· ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center

· Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
· MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
· Internet browsers (e.g. Explorer, Chrome, Firefox).

· VPN and remote dial-in users

· Support for laptop, desktops, and printers

· PDA and blackberry support

· Adobe Acrobat and other common desktop applications like Winzip, etc

Good working knowledge of MS OFFICE (Including MS Project and Visio)
- Personal dedication to providing high quality, superior service

· Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call via pager during the week
· Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.
· Concern for Order and Quality

Total: 3 - 4 years experience in Help Desk, Information Management, or Customer Service delivery field
Relavant :1-2 years of supervisory experience in managing technical help desk or technical call centre

Preferred MCP/MSCE/MSCA or HDI CSS
- ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Bachelors / Masters / Equivalent

Major Medical Expenses Insurance
~ Minor Medical Expense Insurance
~ We need Fluent English