IT Service Desk Lead

Responsibilities:

• Manage the processing of incoming calls to the Help Desk via Helpdesk ticketing system, telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Design and apply request handling and escalation policies and procedures.
• Coordinate and/or perform hands-on fixes at the client level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.
• Track and analyze trends in Help Desk requests and generate periodic statistical and indepth reports for decision making and informational purposes.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee development and dissemination of usage guides, and FAQ lists for end users.

Qualifications:

• At least 3 years of experience as a Team Leader/Team Manager in a BPO setup with ITSD background
• Be able to work in a fast-paced environment
• Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
• Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
• Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner