Coforge
Service Desk Team Lead
Job Location: Charleston, West Virginia
Experience: 3-5 Years
We at Coforge are hiring for Service Desk Team Lead.
Responsibilities
Ensure all calls are updated and resolved within SLA targets.
Endeavor to provide an above customer expectation service; undertake first line resolution activities and participate in ongoing review and maintenance of the IT Service Desk processes.
Provide desktop support in healthcare industry.
Take part in knowledge sharing activities to include both business and technical knowledge sharing.
Deliver best practices of call management: ensure all calls are logged accurately within IT Service Desk Capture details and correct information pertaining to all inbound calls.
Participate in a shift rotation to ensure adequate cover 7 days per week including weekends and bank holidays.
Write and speak fluently on all aspects of work and communicate effectively; actively communicate and seek feedback from colleagues and customers.
Be proactive in working with others to improve IT Service.
Undertake necessary training associated with the duties of the post and participate in training and development procedures; maintain confidentiality and observe data protection guidelines.
Carry out any other reasonable duties in line with capability.
Implement ITSM processes: understanding of ITSM process, Ops Ram and ServiceNow; hands on experience of Active Directory, Exchange, O365 (new user ID creation) etc.
Qualifications & Skills
3–4 years experience in IT or similar customer support/service delivery role.
Excellent customer service skills with a high focus on quality.
Ability to communicate in a clear professional manner.
Problem solving and analytical skills and ability to work under pressure.
Excellent inter-personal skills (verbal and written).
Understanding of current and emerging IT technologies and interest in use of IT within business functions.
Job Details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Administrative, Customer Service, and Information Technology
Industries: Hospitals and Health Care and Public Health
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Experience: 3-5 Years
We at Coforge are hiring for Service Desk Team Lead.
Responsibilities
Ensure all calls are updated and resolved within SLA targets.
Endeavor to provide an above customer expectation service; undertake first line resolution activities and participate in ongoing review and maintenance of the IT Service Desk processes.
Provide desktop support in healthcare industry.
Take part in knowledge sharing activities to include both business and technical knowledge sharing.
Deliver best practices of call management: ensure all calls are logged accurately within IT Service Desk Capture details and correct information pertaining to all inbound calls.
Participate in a shift rotation to ensure adequate cover 7 days per week including weekends and bank holidays.
Write and speak fluently on all aspects of work and communicate effectively; actively communicate and seek feedback from colleagues and customers.
Be proactive in working with others to improve IT Service.
Undertake necessary training associated with the duties of the post and participate in training and development procedures; maintain confidentiality and observe data protection guidelines.
Carry out any other reasonable duties in line with capability.
Implement ITSM processes: understanding of ITSM process, Ops Ram and ServiceNow; hands on experience of Active Directory, Exchange, O365 (new user ID creation) etc.
Qualifications & Skills
3–4 years experience in IT or similar customer support/service delivery role.
Excellent customer service skills with a high focus on quality.
Ability to communicate in a clear professional manner.
Problem solving and analytical skills and ability to work under pressure.
Excellent inter-personal skills (verbal and written).
Understanding of current and emerging IT technologies and interest in use of IT within business functions.
Job Details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Administrative, Customer Service, and Information Technology
Industries: Hospitals and Health Care and Public Health
#J-18808-Ljbffr