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Service Desk Lead
Unknown Company
Technology
Night Shift
Full-time
Job Description
Job Scope:
- Provide 24 X 7 support on call handling, response to emails for multiple projects.
- Working 12 hours night shift.
- Provide cloud infra and applications monitoring.
- Perform troubleshooting on incident.
- Handle all categories of ITSM tickets using the ITSM system such as Service Request, change request and logging incident tickets to ITSM.
- Handle incident created from event generator.
- Generate ad-hoc ITSM reports required by customer.
- Escalation of incidents to the appropriate engineers.
- Broadcasting of messages.
- Handle calls from Amazon Connect.
· · Handle small team of L1 support executives and submit weekly status reports to customer.
- Willingness to learn and take up new challenges.
Requirements:
- Should possess at least a diploma in Computer Science or computer Engineering.
- Relevant certification in IT such as MCSE/MCSA
- Certified in at least ITIL V3 AND above.
- Must be able to speak English fluently and write proper English.
Minimum Years/Area of Experience
- Minimum 7 years of experience in system administration and handling a small team of service desk support executives.
- Experience in
o Working on AWS Platform.
o Familiar with AWS Cloud Watch / System Manager for monitoring.
o Resolve, restore and re-run failed backup issue.
o Perform escalation on incident.
o Familiar with ITSM Tool and able to categorize ticket correctly.
o Customer like and able to handles calls in a professional manner.
