Service Desk Lead

dss+ is looking for Service desk analyst responsible for providing high-quality technical support and customer service for dss+ IT users. This role involves managing and resolving IT incidents and requests, ensuring service level compliance, and maintaining key performance indicators for the Service Desk. The analyst will handle ticket triage, categorization, prioritization, and assignment, as well as escalate major IT incidents. The ideal candidate will possess strong communication, collaboration, interpersonal skills, excellent problem-solving abilities, adherence to IT operational processes, and commitment to continuous service improvement.

• Lead and mentor the Service Desk team, providing coaching, training, and performance feedback

• Ticket Management: Triage, categorize, prioritize, and assign tickets. Active tracking of Service Desk queue to ensure all tickets are handled promptly and professionally

• Incident Escalation: Escalate major IT incidents as necessary and ensure timely communication and resolution

• Account Management: Maintain Active Directory user records, access, and handle account provisioning and termination. (Joiners, movers and Leaver’s process)

• Ensure Service Desk processes comply with IT security policies, data protection standards, and audit requirements

• Support endpoint security by enforcing patch compliance, antivirus monitoring, and security awareness among end users

• Escalate and coordinate with the Security Operations team on security incidents or suspicious activity

• Customer Service: Provide high-quality customer service for all the Service requests and Incidents. Ensure efficient and effective query resolution by taking ownership for first call resolution. Track the Customer survey feedback

• Service Improvement: Maintain and improve key Service Desk performance indicators. Identify opportunities to improve user experience through training and development sessions

• Compliance and Processes: Follow and Adhere to agreed IT processes consistently to deliver high-quality IT services

Required Skill Set:

• Experience: 7+ Years experience working with Service Desk IT support

• Certification: ITIL V4 Foundation Certification Mandatory

• Technical Skills: Familiarity with ITIL processes. (Service request, Incident, Problem and Change Management)

• Communication: Strong written and verbal communication skills

• Customer Service: Excellent customer service skills with a focus on providing efficient and effective query resolution

• Teamwork and Proactiveness: Ability to work well in a team, proactive in identifying opportunities for service improvement, and committed to maintaining high standards of service delivery

• ITSM Platforms: Familiarity with ITSM tools like ManageEngine, ServiceNow, JIRA, BMC Remedy, etc. Microsoft D365 certification preferred