Lead - Help Desk Expert - ITIL

Soft tech Career Info system Pvt. Ltd
  • Bangalore
  • Confidential
  • 5-8 years
  • Views
  • 08 Nov 2016

  • IT/ Information Technology

  • IT/ Technology - Hardware & Networking, IT/ Technology - Data Center/ Manage Infrastructure Services
Job Description

The selected candidate for the HDA3 role will report to the Service Delivery Manager and will assist in overseeing the day to day activities of the Service Desk team.

- This resource will work out of Penn Dot's Keystone Building facility and will be responsible for providing phone based IT support to Penn Dot's end-user community throughout the Commonwealth and business partners.

- The ideal candidate will come with strong professional experience in supervising enterprise level Help Desk teams, supporting a wide variety of technologies and end users from all organizational levels.

- Candidates must possess strong Communication Skills, Automated Call Distribution (ACD) system experience, along with issue/trouble ticket system experience (preferably Remedy).

Required information:

- Help Desk Supervision experience in an Enterprise level environment (managing teams of 5 or more) Required 4 Years

- Report creation/tracking experience Required 3 Years

- Enterprise experience creating, updating, and documenting trouble tickets

- (Remedy) through issue resolution Required 5 Years

- Enterprise experience using an Automated Call Distribution System (ACD) Required 5 Years

- Experience creating end user, and system, documentation for enterprise environments Required 5 Years

- ITIL Foundation Certified Highly desired

Job Posted By

O.P. Chawla