We are happy to inform you all that we have Urgent Opening with NEWGEN IT SOLUTION for Service Desk Team Lead.
Bachelor’s degree in Computer Science, Engineering, or closely related field with 3-5 years of experience
supervising/managing a Help Desk. An equivalent combination of education, certification, and relevant
experience may be considered.
Minimum Certifications: Any (3) or any (3) equivalent of: A+, Network+, Project+, Security+, MCSE, MCSA,
MCP, HDI Support Center Specialist, ITIL v3 Foundation, PMP
Demonstrate expertise in Microsoft operating systems
Excellent verbal and written communication skills, including excellent customer relationship skill sets.
Candidates selected must be able to successfully pass a client background investigation.
Skills – Good Communication (Oral & Written )
Job Profile –
Provide single Point-of-Contact for Customer Support across a 24x7x365 window via phone, email, fax, and
Provide competent friendly customer support on each interaction
Transfer out of scope service requests to appropriate customer departments for resolution
Use the customer knowledge base on every customer interaction
Log and categorize reported problems
Monitor and track problems until resolved
Provide updates/status to users
Resolve problems within service levels
Escalate unresolved problems to designated Customer Management
Update customer knowledge base with missing problem resolution information
Respond to ongoing service request and management inquiries via vendor issued cellular device/smartphone
across a 24/7/365 service window
Server as Subject Matter Expert to peer technicians (Tier I & II)
Respond to incoming phone calls, chat, and email from other Help Desk Technicians in a positive and
Screen, refer and diagnose internal inquiries and work requests as they relate to maintenance of personal
computers and related systems
Install, configure, and upgrade computer hardware and software as a means of training others and in
escalated customer service situations
Provide end-user software troubleshooting and support and training to peer Technicians.
Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions
Participate in the administration of e-mail system support and problem resolution
Provide phone and help-desk support for local and off-site users using remote desktop access as indicated by
problem resolution protocol
Provide guidance and work leadership to less-experienced technicians
Maintain current and develop future knowledge of relevant technologies
Participate in special projects as required
Function in the Help Desk Call Center with other colleagues in a fast-paced, customer centric “bull pen” work
environment as Subject Matter Expert
Document and track all calls through customer’s ticket resolution/customer relations management system
Interface with and work under the direction of designated customer managers
Using customer provided tools and systems, diagnose, research, and resolve problems for multiple platforms
and applications in response to customer reported incidents
Support special projects, services, and other assignments as needed
Salary – Salary 4.00- 4.20L PA
Salary exceptions will be considered for excellent candidates.
Send Resume: email@example.com