Description
Job Description: Service Desk Lead
Location: Riga, Latvia
Job Description
Technical Skills (MANDATORY)
- Expert in ITIL V3
- Expertise on BMC Remedy ITSM 8.1 Ticketing tool
- Extensive knowledge on Windows, VMware Cluster, Windows OS cluster and DR environments.
- Active Directory
- Microsoft Exchange
- Windows 95,98,2000, server 2003, 2011
- Lync
- DFS/File Server
- High level knowledge on Citrix XenApp 6.5 and above is desirable.
- Willingness in expanding the breadth of knowledge on multiple technologies as per the Market Needs.
- Drive the team for Continual Improvement Program and apply innovations to reduce the manual efforts in day to day operations.
- Expert in Incident Management, Capacity Management, Problem Management and Change Management process.
- Specialized skillsets tech in areas of Desktop/Servers and monitoring
- Knowledge on remote desktop toolsets
- Escalation handling and implementing service improvements within service desk
- Vendor management, co-ordination and 3rd party escalation management skills
- Hands of exposure and troubleshooting CISCO Call Manager, Global Service Desk, SSO/Portal Servers
- Expertise with call audits, call barging with Avaya (ACD), Cisco ACD/IVR
- Expertise with Due Diligence and Transitioning of SD operations for new accounts
- Expertise on executing quality projects for enhancing, reducing costs and improving processes
- Influence with customer regarding operational details and solutions and become a trusted advisor to the customer.
- Very good communication and customer facing skills.
- Be a single point of contact for customer for all Operational Technical requirements.
- Good documenting skills with hands on experience on creating the documents which includes but not limited to:
- Operations Guide
- Technical Recovery Procedures
Years of Experience
- Minimum 10+ years of experience with at least 3+ years of experience as a Service Desk Lead.