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Service Desk Team Lead
hace 2 meses
About the Role:
Cognizant is seeking an exceptional individual to join our team as a Service Desk Team Lead. As a key member of our IT support team, you will be responsible for providing top-notch technical support to our clients.
Key Responsibilities:
- Attend to customer phone calls and tickets, registering all service requests within the Help Desk system.
- Restore issues as possible and solve service requests within your domain or support group.
- Inform clients about services not provided by the Help Desk and register and classify service request fields correctly in the ticketing tool.
- Assign priorities to service requests and verify urgent/high-priority requests with the supervisor to take immediate action.
- Document solutions in a comprehensible language for clients and verify the existence of scripts to solve service requests.
- Transfer calls to the correct support group when clients have called the incorrect group.
- Solve service requests assigned by other agents/support groups within your domain and in the Help Desk service catalog.
- Close solved service requests and notify clients about the solution.
- Assure customer satisfaction regarding the solution offered and provide daily follow-up to open service requests.
Required Skills:
- 2-3 years of experience in Windows Front-End Environment (Win10, Win years of knowledge with Ticketing System Tool (e.g. Remedy, HP Service Manager, Service Now, etc.).
- 2-3 years of knowledge with ITIL Framework (Incident Management, Request Fulfillment, and Problem Management).
- 2-3 years of experience with Office Package (Outlook, Excel, Word, etc.).
- 1-2 years of experience providing L1 Network support.
- 2-3 years of knowledge with PC Hardware Structure Devices.
- High capacity to analyze and synthesize.
- 1-2 years of experience leading teams.
- 2-3 years of experience providing Customer Care support.
- Advanced Customer Experience Oriented.
- 4-6 years of knowledge with Service Desk SLA.
Background and Certifications:
- At least 3 years of experience providing IT support by phone or on-site.
- Good experience providing support in English language.
- Experience leading a support team preferable.
- Certification in ITIL V3 Foundations.
