Team Lead - IT Helpdesk

• Understand the values and vision of the organization and align the activities accordingly
• Protect the Intellectual Property
• Adhere to all the policies and procedures
• Manage the help desk call logging system and ensure it is fit for purpose
• Take an overview of service desk calls, response times and customer satisfaction
• Understand and assist in compliance with software license requirements
• Offer hardware and software support as necessary
• Contribute to management meetings as required
• Handle Escalations, Handling aggressive users & Reporting
• Manage Training & daily SLA reporting
• Should manage the team independently
• Audit tickets and coaches the team to enhance performance.
• Motivate Team, Conduct Reviews & Provide Feedback
• Maintain healthy KPIs & KRAs.
• Technical knowledge in L2 level for Win 10 & 11, O365, outlook, mobile devices, Networking, Printers.
• Manage and maintain Office 365 environment, including Exchange Online, SharePoint Online, OneDrive, Teams, and related services.
• Exposure into Server and Network
• Exposure into Active Directory.
• Should have knowledge of ITSM tool, ITIL, People, Incident, Change Problem Management
• Develop daily, weekly, and monthly reports on help desk team’s productivity
• Keep abreast of changes and trends in system information and technology updates

Essential Skills

Job

• Excellent written and verbal communication skills are essential
• Must be proficient in Customer Relationship Management
• Must be dynamic, flexible and possess perseverance skills
• Technical knowledge in L2 level for Manage and maintain Office 365 environment, including Exchange Online, SharePoint Online, OneDrive, Teams, and related services.
• Working knowledge on security and compliance for DLP, Data lifecycle Management, Information protection.
• Configure and manage user accounts, permissions, and licenses.
• Troubleshoot and resolve Office 365-related issues.
• Manage and configure Intune for mobile device management (MDM) and mobile application management (MAM).
• Deploy and manage applications through Intune.
• Provide technical support and assistance to end-users for Office 365 applications.
• Should have knowledge of ITSM tool, ITIL, People, Incident, Change Problem Management.
• Must have related experience and training in troubleshooting and providing help desk support
• Exhibit reactiveness and constructiveness at work such as suggesting innovative and pragmatic solutions
• Participate and lead projects as assigned
• Provide regular written status updates on projects to management and team without being prompted
• Must have a broad knowledge of fundamental operations of Office 365, SharePoint Online, Windows 10, Email clients, FTP clients, and Web browsers, home routers, Wi-Fi, NDS, DHCP, Virus and Spyware removal, mobile devices, Lenovo laptops and Macs.
• Identify and promptly communicate risks that may affect deadlines

Profession Skills

• Should understand business objectives and organization structure
• The candidate must have strong work ethics and trustworthiness
• The candidate should possess attention to detail and maintain confidentiality and integrity
• Must be highly collaborative and be a team player with commitment to excellence
• Ability to work under pressure to achieve the multiple daily deadlines for client deliverables with a mature approach.
• Strong understanding of Office 365 suite, including Exchange Online, SharePoint Online, OneDrive, and Teams.
• Working knowledge on Microsoft Security and Compliance portal to handle DLP, Risk Management, Defender.
• Experience with Intune for MDM and MAM.
• Excellent troubleshooting and problem-solving skills.
• Strong customer service orientation and interpersonal skills.
• Ability to communicate technical information clearly and concisely to both technical and non-technical audiences.
• Experience with scripting languages (PowerShell, etc.) is a plus.

Other Relevant Information

Should have knowledge of ITSM tool, ITIL, People, Incident, Change Problem Management & Microsoft certifications (MCP / MCITP / MCSE) would be added advantage