Job Profile: Help Desk Team Lead
Table of Contents
Introduction
As a Service Delivery Specialist, you are the face of IBM for our customers. Your clients’ success depends on your ability to understand their needs and respond to requests for new services. This role is an integral part of both account planning and delivering support strategies, working to proactively monitor problems, change processes, and handle issues to ensure our customers success.
Your Role and Responsibilities
As Helpdesk Team Lead you will be responsible to solve client issues in an effective and timely manner as prescribed Service Level Agreement (SLA). If you thrive in a dynamic, collaborative workplace, IBM provides an environment where challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there’s no limit to what you can accomplish here. Join us and Do your Best Work Ever.
Responsibilities
- Maintaining & troubleshooting the user laptop and desktop issues running on Windows, Linux, MAC OS etc
- Monitoring of the MPLS and Internet leased lines and immediately escalate / report issues to the respective vendor for resolution; follow-up until closure
- Daily meeting scheduling support, vendor management, end-user support using VC systems.
- Solving the software related problems using remote desktop access tool if required
- Configuring mail, internet on Mobile devices and related troubleshooting.
- Daily Operating System alert handling and response.
- Cloning of the images for desktops / laptops Generating and sending daily health check reports and managing the outliers
- Manage user calls through ticketing tool.
- Cable patch and troubleshooting for user connectivity issues.
- Perform daily check for physical alerts & alarms and ensure they are reported and incident logged with proper severity for resolution.
- Perform daily checks for Temperature and Humidity and report any variance from defined value
- Proven Verbal and Written communication skills.
- Proven conversational skills
- Required Professional and Technical Expertise
- At least two (2) years of relevant experience in providing On-site Technical Support.
- providing On-site Technical Support.
- Should be able to troubleshoot and resolve technical issues related to end-user infrastructure
- Supporting issues related to Email solution, Security Software, VPN etc
- Should support Desktop / Laptop hardware and its network, Internet troubleshooting, issues related to
- Installation and operational support of Printers (Network, USB & Shared).
- Installation and troubleshooting of standard agents (security and backup) for windows and Mac OS based desktops/laptops.
- Creating/Disabling/Modifying user IDs in Directory Services, join local machine in domain.
- Good knowledge of VoIP/IP Telephony support
- Admin level knowledge of VoIP/IP Telephony support & Video Conferencing System
- Should be able to operate and schedule meetings in VC setup and troubleshoot basic issues (to safeguard the meetings) and be able to liaise with OEM and backend teams.
- Ready to work on 24/7 shifts to support client requirement.
Required Technical and Professional Expertise
- Creating/Disabling/Modifying user IDs in Directory Services, join local machine in domain.
- Good knowledge of VoIP/IP Telephony support
- Admin level knowledge of VoIP/IP Telephony support & Video Conferencing System
- Should be able to operate and schedule meetings in VC setup and troubleshoot basic issues (to safeguard the meetings) and be able to liaise with OEM and backend teams.
Preferred Technical and Professional Expertise
- You love collaborative environments that use agile methodologies to encourage creative design thinking and find innovative ways to develop with cutting edge technologies
- Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work
- Intuitive individual with an ability to manage change and proven time management
- Proven interpersonal skills while contributing to team effort by accomplishing related results as needed
- Up-to-date technical knowledge by attending educational workshops, reviewing publications