Lionbridge Technologies Looking for Team Lead – Helpdesk at Mumbai, Maharashtra Full Time

Requirements:
Investigate any items assigned to him / her and track to closure (roll out of new process, UAT of Script, customer complaints research, etc.)

Respond to customer complaints via CSAT reports/Emails

Proactively identify areas of concerns and escalate when needed

Provide root cause analysis for key items and suggest process improvements when applicable

Provide daily/ weekly / monthly reporting of assigned items

Mentor/Train Helpdesk Team members using experience and skills

Skillsets Required:
Expert knowledge of Windows operating systems

Expert knowledge of O365

Expert knowledge of Microsoft COTS Products (e.g. Word, Excel, PowerPoint, Teams, Outlook, SharePoint, etc.)

Expert knowledge of Incident Management Processes

Expert knowledge of computer operations, functionality, troubleshooting techniques

Expert knowledge of the following: network functionality, Active Directory, and remote access functionality (e.g. VPN, VDI, Cisco AnyConnect, etc.)

Expert knowledge of the following: Zendesk Tool; Service Manager Tool

Moderate knowledge of PowerShell Scripting

Moderate knowledge of Team Handling Skills

Excellent communication skills to facilitate representation of Helpdesk in various meetings, correspondence, etc.

Excellent technical and analytical skills needed for participation in analysis and testing of new items, identification of impending critical situations, problem resolution identification and leadership engagement when appropriate

Must understand and speak the English language fluently and be excellent in verbal and written communication skills

Must be a dependable, experienced, well-organized, responsible, conscientious and professional employee who represents Lionbridge positively both internally and externally

Mentoring of other HD Team Members in the areas of guidance and leadership regarding SLA management and achievement in order to facilitate meeting all Helpdesk SLA requirements