it team leader in delhi

posted
contact
randstad india
position type
permanent
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posted
location
delhi, new delhi
function
Banking & finance
position type
permanent
experience
8-14
reference number
63274
contact
randstad india

job description

it team leader in delhi

Qualifications

  • Bachelor’s degree with 8+ years of related experience
  • Previous experience leading a team.
  • Installation, configuration, management, and performance tuning of Windows environments.
  • Must have knowledge of AD, DNS, Outlook, MS Office, and basic windows troubleshooting tool.
  • Must have knowledge of Citrix Environment.
  • Help desk/call center experience a plus.
  • Ability to work in a fast-paced environment.
  • Strong detail orientating and time management skills.
  • Excellent interpersonal skills.
  • Ability to communicate effectively.
  • Technical aptitude.
 

Essential Functions:

  • Supervise help desk support staff’s daily activities ensuring timely and professional delivery of technical support for calls on network problems, computers, core software products, and related hardware peripherals.  
  • Plan, organize, and direct the work of help desk support staff, including Help Desk Specialists; schedule shift coverage; evaluate and document performance and recommend disciplinary action when necessary; and review staff work for accuracy and timely completion of assigned duties.  Train staff in new and existing procedures and develop work schedules.  
  • Document, track, and report on software and hardware malfunctions; enter detailed description of user’s problems in an assigned database; and prioritize requests and label according to established procedures.  
  • Operates as first point of escalation for tickets before transferring to Systems, Applications, or Security team.
  • Train help desk staff on areas of responsibility, new technology, and support procedures. Ensure help desk staff provides consistent, high-quality, and professional service, including communication and telephone skills.  
  • Resolves Level 1 and Level 2 issues. Elevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution (L3 Agent, Manager, etc.)
  • Proactively identify process improvement opportunities, including end-user training tools and documentation.  
  • Develops and updates Standard Operating Procedures for IT Help Desk levels 1 – 3
  • Monitor help desk activities and respond to inquiries; provide technical troubleshooting, determine type of request, diagnose and provide solutions or escalate complex problems to appropriate personnel as required, and ensure proper problem notification procedures are being followed. 
  • Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management) including install, modification, or repair.
  • Develop queries to track and follow-up on reported problems; notify users of completion of requests; ensure accurate contact and problem resolution records are maintained.  
  • Provide management reports on help desk operations and issues, including recommendations for areas of service or technology improvements.  
  • Inventory management for all IT assets (Laptops, Mouse, Phones, Server & Network Devices etc.).
  • Vendor coordination for IT Asset purchase and support.

skills

AD, IT Support, Outlook, DNS, Desk Support, TechSupport

qualification

B.E/B.Tech, B.A, B.Com, B.Sc, BCA, BBA, B.Arch, LLB, B.Ed, Any