Shift Lead - Service Desk

48268BR

INDIA - Bangalore, INDIA - Hyderabad

Job Description and Requirements
Do you love customer support? Are you interested in joining a successful Helpdesk team serving an industry-leading and profitable software company that recently celebrated its 30th year anniversary? Global IT Service Desk is the main entry point for all IT Products and Services at Synopsys, the leader in Electronic Design Automation and Software Security & Quality. IT GISD provides first level, 24 x 7 support to some 12,000 employees worldwide via calls, chats, tickets, and walk-ups. We have team members in Mountain View, Shanghai, Hyderabad, Lisbon, Durham, and Bloomington. In addition to basic support, we participate in projects around service delivery (planning, testing, communications, and marketing) and manage the content in our IT Web knowledge base. We are looking for people who love customer support and enjoy the kind of work we do. We are seeking a person who can join our team and help us fully support our customer base.
Duties and Responsibilities:
Looking for a well-qualified Shift Lead with 5-6 Years of experience in governing a team of 20 member, provide guidance and team mentoring, also have hands-on experience in creating high level reports.
Provides IT support through phone, tickets, and chat to Synopsys workforce around the world.
Support to include timely resolution of problems of moderate scope involving laptops/desktops, mobile devices, and applications. Responsible for resolution of common account issues and troubleshooting. Provides ticket status updates to management and end-users. Supports and maintains effective relationships with end users. Exercises judgement within defined procedures and practices to determine appropriate action.
Tools: Remedy, ServiceNow, Bomgar, Teams, ZOOM, Excel.
Qualification:
Any Technical graduates/diploma holders
Experience:
5-6 years’ experience Shift lead experience in End-user/Desktop Support IT Industry.
Job Requirements:
The candidate should have strong experience in supervising team of 20 resources,mentor resources for new issues or advancement in the organisation.
The candidate should possess good knowledge of debugging skills in the Windows / MAC environment, along with experience supporting business and connectivity tools including Microsoft Office, Outlook Exchange email, and Remote Access.
Should have good understanding of End User Support terminologies like AHT, SLA and Quality Metrics
Candidate should be able to createteam level quality metrics and reports like Call and Chat handled/Dropped, review incidents, also should be able to create management level reports for SLA, Call / Chat Volume (AHT)
Conduct regular technical refreshers with the team, provide feedback to the team members on improvement areas.
Good understanding and experience of Windows Active Directory Services and Exchange email tools preferred.
Good experience and knowledge of LAN/WAN, including TCP/IP and DHCP are preferred. Knowledge of UNIX, technical writing, MAC Operating System, networking and/or Cisco Unified communications tools a plus.
Must be able to communicate clearly in person, in writing and over the phone. Patience and politeness in handling customer calls is very critical. Requires strong interpersonal skills and attention to detail.

Information Technology

India

IT Support

Employee