Soni Resources
Soni Resources
is seeking a Service Desk Lead to support our IT operations and deliver an excellent end-user experience. In this role, you will handle customer requests across multiple channels, resolve technical issues, escalate when necessary, and serve as a point of guidance for junior team members.
Key Responsibilities:
Provide front-line IT support for PCs, iOS devices, and end-user applications.
Intake and resolve tickets via phone, email, walk-up, and self-service portal; escalate when appropriate.
Configure, deploy, troubleshoot, and coordinate repair of laptops and mobile devices.
Mentor junior staff and act as an escalation point for complex issues.
Maintain IT knowledge base content and ensure clear communications during incidents or outages. Qualifications:
3-5 years of Service Desk / Technical Support experience, including 2+ years with PC and iOS hardware imaging, deployment, and troubleshooting.
1-2 years of junior management or team lead experience preferred.
Strong customer service and communication skills (phone, face-to-face, written).
Bachelor's degree or equivalent experience.
Experience working with ITSM ticketing tools for call routing, resolution, and escalation.
is seeking a Service Desk Lead to support our IT operations and deliver an excellent end-user experience. In this role, you will handle customer requests across multiple channels, resolve technical issues, escalate when necessary, and serve as a point of guidance for junior team members.
Key Responsibilities:
Provide front-line IT support for PCs, iOS devices, and end-user applications.
Intake and resolve tickets via phone, email, walk-up, and self-service portal; escalate when appropriate.
Configure, deploy, troubleshoot, and coordinate repair of laptops and mobile devices.
Mentor junior staff and act as an escalation point for complex issues.
Maintain IT knowledge base content and ensure clear communications during incidents or outages. Qualifications:
3-5 years of Service Desk / Technical Support experience, including 2+ years with PC and iOS hardware imaging, deployment, and troubleshooting.
1-2 years of junior management or team lead experience preferred.
Strong customer service and communication skills (phone, face-to-face, written).
Bachelor's degree or equivalent experience.
Experience working with ITSM ticketing tools for call routing, resolution, and escalation.