Service Desk Lead

Beschreibung

We are looking for Service Desk Lead for an urgent opening with one of our esteemed clients.

Job Title: Service Desk Lead
Job Type: Contract
Location: Munich, Germany

Skill 1 - Service Desk Lead(L3):

• Should be able to suggest and design queues appropriate for handling the SLA.
• Should have a clear understanding of more than 2 ticketing tool and how they are used.
• Should be able to carry out basic troubleshooting of incidents and ensure complete information is collected before passing it to the resolver group.
• Should Identify improvement areas of L1 team and arrange for training/hand hold.
• Should ensure that the work logs are having accurate and adequately updated information and the ticket hops are not more than one.
• Should review the usage of knowledge base from time to time and recommend updatto the knowledge base.
• Should have awareness on the ITIL processes,Front End complex incidents and bring the incident to resolution within thecommitted SLA.
• Should have taken productivity improvement targets and achieved the same.
• Should have a thorough understanding of the SLAs commitments in a contract.
• Should be able to guide and get into calls to troubleshoot complex incidentsinvolving multiple stakeholders.
• Should have a clear understanding of the ticketools functionality used in Service desk and the effects of integration between various tools.
• Should have taken productivity improvement targets and achieved.
• Should have a thorough ITIL process knowledge and should have implemented them.
• Should be able to independently collate and generate various SLA reports, analy interpret, recommend improvements and implement them.
• Should know how to audit measure the compliance in a service desk delivery and ensure process compliance.
• Should be able to conduct customer centricity training programs and drive customer orientation in the team.
• Should be defining the knowledge framework, facilitate implementation of KEDB tool.
• Identify the improvement areas, interact with SMEsbuild knowledge and promote effective usage.

Skill 2 - Technical Support - Remote (L3):
Role: Responsible for receiving more complex calls & logging complaints from customers as per specified standards;

• Establishes and maintains excellent customer rapport.
• Executes a single point of contact role.
• Handles additional responsibility of assisting customers on all product/service related queries.
• May guide junior level staff in handling client queries.
• Provides support for escalations from lower levels.
• Is expected to Builds strong,positive relationship with the customer and project team members.
• Participate/Contribute to disaster recovery planning and testing.
• Completes documentation and records as necessary.
• Is expected to have strong knowledge of software applications,operating platforms and business continuity.

Additional Skills for Service Desk Lead:

• Provide planning strategies to organizations.
• Expert in creation ofcomplex planning functions.
• Capability to create complex planning sequences.
• Creation and using a Web-based planning application using WAD.
• Understanding key features of BPC.

About the Employer

The employer is a multibillion dollar global IT Services company which specializes in providing IT services, outsourced research and development, infrastructure outsourcing, business process outsourcing (BPO) and business consulting services to many global Fortune 500 clients across various verticals like financial services, retail, transportation, manufacturing, healthcare services, energy and utilities, technology, telecom and media.

About US

Avance Consulting is one of the UK's fastest growing talent acquisition companies. Head quartered in London, we are a global reach agency with a large presence in UK, Europe, US and India.

If you are interested in this Service Desk Lead opportunity, please APPLY NOW.